Desktop Support Specialist

SISL Global; Ennepetal; On-site; EUR 32,000 - 42,000; Full time

Job summary

SISL Global is seeking a Desktop Technician to deliver day-to-day local and remote desktop support. You will handle inbound calls, troubleshoot hardware/software/app issues, and document resolutions in the ticketing system.

The role requires 3–5 years of Windows desktop support experience and the ability to coordinate with supervisors for consistency across shifts. The candidate should be proficient with Windows 10–11, Active Directory, Office 365, and ITSM tooling, including Service Now, while

Qualifications

• Bachelor’s degree in Computer Science or related field.
• 3–5 years of IT Desktop support experience.
• Proficient with Windows 10–11, AD, Office 365, and IT helpdesk systems.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Windows 10,11 and Microsoft Office 365, Cisco Jabber, and other desktop applications.
• Support Apple macOS for Mac users where needed.
• Install, upgrade, support and troubleshoot printers, hardware.
• Perform preventive maintenance on computers, laptops, printers.
• Perform repairs on desktops, laptops, printers and peripherals.
• Use diagnostic tools to troubleshoot network and hardware/software issues.
• Broad IT knowledge including networks, servers, AV, smart devices, and telecoms.
• Work in a project-based environment with flexibility and teamwork.
• Procure and own new in-scope hardware (desktop/laptop).
• Deploy and manage in-scope hardware and software.
• Provide and support remote site networks (LAN/WAN).
• Provide Break/Fix Level 2 support for end-user hardware/software through Service Desk.

Skills

Analytical skills

Troubleshooting

Problem solving

English speaker

ITSM tools

Windows desktop support

Education

Bachelor’s degree in Computer Science

Tools

Active Directory

Office 365

Ticketing systems

Job description

Desktop Technician will provide day to day local\\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 3-5 Years’ experience in Windows Desktop support and Infrastructure support.

Candidate Required Minimum Qualifications and Skills:

• Bachelor’s degree or equivalent in Computer Science or related field.
• Minimum of 3- 5 years of relevant IT Desktop support experience.
• Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation, and troubleshooting, Helpdesk ticketing systems.
• Basic understanding of Network devices like switches, Routers, Firewalls and other managed/un-managed Network devices like wireless APs, Wireless Controller, servers, Multiplexers etc.
• Resource should be an English speaker and be well versed with local language.
• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Understands ITSM tools, and having goods hands on in Service Now

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Windows 10,11 and Microsoft Office 365, Cisco Jabber, another authorized desktop application.
• Should have basic knowledge of Mac operating system, to support Apple pc users.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
• Manage Procurement and own for all new in-scope hardware i.e., desktop/laptop, etc.
• Deploy and manage in-scope hardware and software.
• Provision and support Remote Site Networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning/analysis)
• Provide Break/Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service Desk.