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

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

Zusammenfassung

Join a dynamic and fast-growing tech company that values innovation and progress. In this role, you will provide essential third-level support, ensuring that technical issues are resolved efficiently and effectively. You will work with a variety of technologies, including desktops, laptops, and mobile devices, while supporting VIP users and maintaining high service standards. This position offers an exciting opportunity to work in a collaborative environment where your contributions will directly impact the success of the organization. If you are passionate about technology and eager to make a difference, this role is perfect for you.

Qualifikationen

• 5+ years of experience in desktop support and asset management.
• Strong understanding of RCA, audits, and SLA management.
• Ability to work shifts and provide emergency support.

Aufgaben

• Provide third-level support for escalated issues.
• Install and maintain desktops, laptops, and printers.
• Troubleshoot Mac devices and mobile platforms.

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.