Desktop Support

Languages: Fluent/C1 German is mandatory

Type of employment: Permanent

Requirements:

• 3+ years of hands-on experience in Desktop Support
• Good understanding of Windows platform 10 and 11 OS; BitLocker understanding
• Experienced in troubleshooting hardware and software issues
• Experience in ITIL process, maintaining SLA\’s, CSAT\’s and Service Now
• Experience of providing VIP support is desirable
• Must be willing to travel to other customer locations within Germany as required
• Can lead a team of 3-4 technicians to carry out daily tasks
• Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams.
• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Ensure that incidents and requests are handled according to customer needs and priorities.
• As needed, escalate tickets.
• Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.
• Perform overtime duties when necessary
• Test alternative pathways until you resolve an issue
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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