IT Technican (2nd line)

About the employer:

Our client is an international company specializing in IT infrastructure management, offering technical support, system maintenance, and hardware lifecycle management services. With a global presence across 50 subsidiaries and over 4,900 employees, the company provides a dynamic work environment and opportunities to collaborate with diverse clients. The company is well known for its innovative solutions, including its Device as a Service (DaaS) model, which combines hardware, software, and lifecycle services into a single contract. Employees can expect to grow in the IT field while contributing to a customer-centric and technologically advanced organization.

Responsibilities:

• Provide Level 2 global support to end users in German via phone, email, chat, and in-person.
• Troubleshoot and explain technical resolutions to non-technical end users in an easy-to-understand manner.
• Open, close, and monitor incidents throughout the entire incident lifecycle in the system, ensuring compliance with SLA timelines.
• Provide technical support for devices such as PCs (Windows) and laptops, printers (including label printers), TVs, projectors, phones, iPads, tablets, vending machines, digital lockers, GxP-compliant systems, security equipment (e.g., card readers, cameras), server and server room equipment (including UPS), storage and network equipment, and video conferencing equipment, including headsets.

Requirements:

• At least 3 years of experience in IT support roles.
• Proficient in using Call Logging systems for tracking and managing support tickets.
• Strong knowledge of Windows 7/10 operating systems and related Microsoft Office applications.
• Experience supporting MAC devices is an advantage.
• Familiarity with mobile devices, including Android and iOS platforms.
• Skilled in building, configuring, replacing, and troubleshooting hardware components of PCs and laptops.
• Experience with Microsoft SCCM is beneficial, especially for troubleshooting and hardware/software support.
• Capable of identifying and replacing defective parts as specified by TCS guidelines.
• Extensive hands-on experience in installing, troubleshooting, and managing data center (DC) equipment, including Rack and Stack setups and cabling.
• Valid driving license.

Our client offers:

• At least a one-year contract with an option for an indefinite term.

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