Desktop Support Engineer L1

Iron Systems, Inc; Wiesbaden; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

A technology services company in Wiesbaden is seeking a Desktop Support Specialist to manage and resolve incidents for Desktop Devices. The ideal candidate should have experience with Windows 7 OS, familiarity with service management tools like ServiceNow, and a good understanding of ITIL processes. Candidates should hold an Associate degree or higher in electronics. This role requires strong troubleshooting skills and a commitment to providing excellent user support.

Qualifikationen

• Experience in supporting software and hardware for desktop devices.
• Knowledge in supporting MAC devices and tablets is a plus.
• Good understanding of remote support tools and MS Office.

Aufgaben

• Manage Desktop Devices incidents from start to finish.
• Provide support and maintenance for Desktop Devices throughout their lifecycle.
• Monitor security profiles and take action on non-compliance.

Kenntnisse

Knowledge of Windows 7 OS

Experience with Service management tools

Good expertise on EUC tools

Understanding of ITIL processes

Knowledge of AD

Experience supporting MAC devices

Ausbildung

Associate degree in electronics

Bachelor's Degree

Tools

ServiceNow

Jobbeschreibung

Responsibilities

Responsibilities

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advise Customer of any potential user training requirement and automation.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Manage Desktop Devices (hardware and software) incidents through to resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team is available, such as for MI calls.

Requirements

• Knowledge and experience on Windows 7 OS.
• Good to have – knowledge in AD and smart hands and feet support.
• Good to have – knowledge and experience of supporting MAC devices and tablets.
• Experience with Service management tool – e.g., ServiceNow.
• Should have good expertise on EUC tools, remote support tools, MS Office and Outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL processes for Incident, Change, Problem, Service Request and related activities like spare and buffer stock management.
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics required; Bachelor's Degree preferred.