Desktop Support & Pool Management Team Lead (f/m/d)

HCLTech Germany; Ludwigshafen am Rhein; Vor Ort; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

An established industry player seeks a dedicated IT support professional to provide exceptional desktop support and troubleshoot issues for a diverse range of users. In this role, you will engage in hardware repairs, software troubleshooting, and the maintenance of key IT platforms, ensuring high service levels for VIP users. This position offers a unique opportunity to work within a dynamic environment, where your expertise will be valued in driving operational excellence and enhancing user experience. Join a forward-thinking company that champions equal opportunities and fosters a culture of inclusivity and growth.

Qualifikationen

• 5+ years of experience in desktop support and IT roles.
• Strong understanding of SLA management and reporting.

Aufgaben

• Provide third-level support for escalated issues.
• Install, upgrade, and maintain desktops and laptops.
• Support core IT platforms including Windows OS and MS Office 365.

Kenntnisse

Desktop Support

Fault Diagnosis

Hardware Repair

Software Troubleshooting

Windows OS

Microsoft Active Directory

MS Office 365

Mobile Device Management (MDM)

RCA

SLA Management

Ausbildung

Bachelor’s degree in Computer Science

Tools

AV Equipment

Enterprise Antivirus Solutions

Jobbeschreibung

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 224,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, R&D, Cloud, AI, IT infrastructure, BPO, industry-specific solutions including financial services, healthcare, manufacturing, retail, telecommunications, and public sector.

Responsibilities:

• Provide third-level support, addressing escalated and unresolved issues from the support team.
• Offer direct support for Break-Fix, fault diagnosis, hardware repair, and software troubleshooting.
• Install, upgrade, and maintain desktops, laptops, printers, AV equipment, and other authorized peripherals.
• Support core IT platforms, including Windows OS, Microsoft Active Directory, MS Office 365, enterprise antivirus solutions, and other desktop applications.
• Deliver high-priority support for VIP and executive users while maintaining high SLA standards.
• Troubleshoot and support Mac devices and mobile device management (MDM), including iOS and Android platforms.
• Facilitate shipping, receiving, and inventory reconciliation activities.
• Oversee warranty claims and engage with vendors for quick resolutions.
• Ensure compliance with security protocols, company policies, and industry standards.

Qualifications:

• Bachelor’s degree in computer science, IT, or a related field.
• Minimum of 5 years of experience in desktop support, asset management, or related IT roles.
• Strong understanding of RCA, audits, SLA management, and reporting.
• Ability to work in shifts, weekends, and off-hours as required for emergency support and planned activities.
• At least B2 English and C1 German language level (additional languages are a plus).

We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting