TP Romania
1 month ago
Desktop and Site Support Technician II SIBIU and CLUJ
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Company information
- Company
- TP Romania
- Location
- Cluj, Sibiu Romania
- Posted
- 1 month ago
Job description
The Ideal Candidate
We are seeking 2 new colleagues, customer-focused L2 Desktop & Site Support Technician to provide hands-on support for end-user devices, local infrastructure, and office technologies at our Cluj-Napoca and Sibiu site.
You will be the escalation point for the service desk (L1) and will ensure continuity of on-site operations, including incident resolution, requests fulfillment, endpoint management, office moves, hardware lifecycle, and collaboration tech (meeting rooms). The ideal candidates thrives in SLA-driven environments, communicates clearly, and executes with urgency, safety, and compliance.
Experience: 2+ years in L2 desktop/site support in an enterprise environment (BPO/contact center experience is a plus).
Technical skills:
Education/Certs:
You will be the escalation point for the service desk (L1) and will ensure continuity of on-site operations, including incident resolution, requests fulfillment, endpoint management, office moves, hardware lifecycle, and collaboration tech (meeting rooms). The ideal candidates thrives in SLA-driven environments, communicates clearly, and executes with urgency, safety, and compliance.
Experience: 2+ years in L2 desktop/site support in an enterprise environment (BPO/contact center experience is a plus).
Technical skills:
- Windows 11 administration and troubleshooting (registry, services, drivers, profiles).
- Microsoft 365 apps, Teams, OneDrive, Outlook; Exchange Online basics; Google Workspace suite.
- Endpoint management: Intune/Autopilot and/or SCCM/Tanium (collections, deployments, imaging).
- Networking fundamentals (WAN, TCP/IP, DHCP/DNS), VPN clients, Wi-Fi troubleshooting.
- Hardware and software diagnostics.
- ITSM platforms (ServiceNow or similar), SLA-driven ticket handling, and ITIL practices.
Education/Certs:
- Vocational/Associate/Bachelor in IT or equivalent experience.
- Preferred: CompTIA A+, or other certificates related to IT site support.
- Experience with Azure AD / Entra ID, Conditional Access, MFA troubleshooting.
- Scripting for automation (PowerShell basics).
- Knowledge of Citrix/VDI client troubleshooting.
- Experience supporting secure environments (device encryption, DLP/EDR agents).
- Strong customer service mindset and clear, concise communication.
- Organized, documentation-first approach; ability to manage multiple priorities.
- Ownership and urgency; escalates proactively with context.
- Team player—coaches L1 and partners well with infra/security teams.
- On-site presence: 5 days/week (Cluj-Napoca office and Sibiu Office); occasional after-hours support for maintenance windows.
- Standard business hours with flexibility for urgent support needs and rotation for on-call support (as required by site operations).
- Occasional lifting of equipment and cabling work may be required.
- Travel: Occasional travel to nearby sites.
Job Description
Key Responsibilities:
End-User Support (L2):
End-User Support (L2):
- Troubleshoot and resolve escalated incidents and requests for desktops, laptops, printers, peripheral devices, other office equipment, Windows 11, Chrome OS, collaboration tools (Teams/Zoom/Google Meet), or other applications.
- Diagnose advanced issues: driver conflicts, OS imaging failures, SSO/MFA login issues, VPN/client posture checks, BitLocker recovery, GPO/app policy issues
- Support site networks at the edge (WAN, LAN/WLAN patching, port/VLAN patching based on change tickets, basic switchport checks under guidance).
- Maintain and support meeting rooms: projectors, displays, room audio/video calibration, cable management.
- Coordinate with Network/Security/Cloud teams for escalations (WAN issues; WLAN coverage; LAN, DHCP/DNS, proxy, certificate issues; conditional access).
- Image and provision devices using Tanium/Intune/Autopilot; deploy applications and security baselines.
- Maintain asset inventory accuracy (laptops, desktops, monitors, peripherals), oversee RMA/warranty, perform lifecycle management and secure decommissioning.
- Manage stockroom logistics for spares; support quarterly/annual asset audits.
- Work tickets in ITSM (e.g., ServiceNow/Jira) meeting SLA/OLA targets; update tickets with clear diagnostics and resolution notes.
- Create/maintain KB articles, “How-To” guides, and self-service content.
- Support new hire onboarding (device prep, account readiness, induction rooms), floorwalks during peak events, and site moves/expansions.
- Participate in problem management (root cause, known errors, recurring issue prevention).
- Enforce endpoint security standards (BitLocker, AV/EDR, OS patching) and data privacy (GDPR).
- Follow change control, access management, and least-privilege practices.
- Comply with site EHS standards for lifting, cable routing, and power safety.
Company Description
Tp is the global leader in outsourced omnichannel customer experience management, and serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.
We have 420,000 interaction experts across nearly 170 countries, speaking 265 languages and dialects to better serve you.
Tp Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We operate now with more than 1,200 employees providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecomm operators, gaming, tourism and others).
Required skills
- customer service
- english
- team player
- communication
- organization
- compliance
- documentation
- security
- jira
- gdpr
- outlook
- prioritization
- powershell
- google workspace
- entra id
- dns
- itil
- omnichannel
- microsoft 365
- zoom
- tcp/ip
- ehs
- root cause analysis
- servicenow
- teams
- service desk
- vdi
- lan
- wlan
- dhcp
- sso
- asset management
- access management
- vpn
- sla
- itsm
- problem management
- self-service
- wan
- exchange online
- l2 support
- networking fundamentals
- azure ad
- customer experience management
- romanian
- mfa
- conditional access
- desktop support
- change control
- windows 11
- vlan
- incident resolution
- warranty
- ownership
- intune
- sccm
- comptia a+
- citrix
- request fulfillment
- onedrive
- rma
- sibiu
- dlp
- lifecycle management
- hardware diagnostics
- google meet
- endpoint management
- proxy
- site support
- decommissioning
- gpo
- autopilot
- on-call support
- urgency
- tanium
- end-user devices
- cluj-napoca
- least privilege
- new hire onboarding
- hardware lifecycle
- asset audits
- chrome os
- local infrastructure
- office technologies
- collaboration tech
- wi-fi troubleshooting
- software diagnostics
- device encryption
- edr agents
- bitlocker recovery
- app policy
- dhcp/dns
- certificate issues
- kb articles
- how-to guides
- floorwalks
- site moves
- known errors
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