Information Technology Specialist

Sharp Brains; Hamburg; Hybrid; EUR 38.000 - 52.000; Vollzeit

Zusammenfassung

Sharp Brains is seeking a Desktop Support Engineer to provide day-to-day local and remote desktop support, handle inbound calls, troubleshoot, and document steps in the ticketing system. The role requires 2-3 years of Windows desktop support experience and familiarity with Windows 10/11, Office 365, AD, and AV tools.

The candidate should be able to work across shifts, communicate effectively, and provide timely resolutions while supporting printers and hardware.

Qualifikationen

• Degree or equivalent in CS or related field.
• Professional certifications: CompTIA A+ or MCP or better.
• Minimum 2–3 years of IT experience.

Aufgaben

• Provide first/second level desktop support and resolve issues.
• Troubleshoot and document steps in ticketing system.
• Install, upgrade, and support Windows 11 and Office 2010; printers and hardware.
• Coordinate with vendors for complex AV issues.
• Maintain issue status updates and communicate resolutions.
• Support Mac users with basic knowledge.
• Work across shifts and adapt to project-based environments.
• Perform general preventive maintenance on PCs and peripherals.

Kenntnisse

Analytical problem-solving

Multi-tasking

Communication skills

Customer service

Adaptability

Willing to work off-hours

Ausbildung

Bachelor’s degree in Computer Science or related field

CompTIA A+

Microsoft Certified Professional (MCP) or better

Tools

Windows 10/11

Active Directory

GPOs

MS Office 365

PC hardware installation & troubleshooting

Enterprise anti-virus solutions

Helpdesk ticketing systems

Mobile device management (iOS/Android)

Enterprise encryption solutions

Windows PC/laptop management via AD

Jobbeschreibung

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.

About the Role

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 2-3 Years’ experience in Windows Desktop support.

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 11 and Microsoft Office 2010, 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.

Qualifications

• Bachelor’s Degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum of 2-3 years of IT experience.

Required Skills

• Windows 10 or 11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
• 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.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Excellent communication relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.