Information Technology Support Engineer

SISL Global; Ennepetal; Vor Ort; EUR 36.000 - 52.000; Vollzeit

Zusammenfassung

SISL Global in Germany is seeking an L2 Desktop Support Technician to provide advanced end-user support, manage hardware and software systems, and ensure optimal performance and user satisfaction.

The role involves installing and configuring desktops, laptops, and peripherals, handling break–fix tasks, on-site updates, and proactive issue resolution, with on-call rotation and collaboration with Level 3 teams.

Aufgaben

• Install and configure desktops, laptops, mobile devices, peripherals, and related software.
• Perform break–fix support, desk-side assistance, data migration, and device refreshes.
• Execute onsite updates, configuration changes, and software installations.
• Provide hands-on technical assistance and support to end users.
• Identify potential issues affecting end-user experience and take proactive measures.
• Manage tickets and ensure timely resolution within defined SLAs, with regular updates to end users.
• Coordinate with external vendors for hardware provisioning, warranty repairs, and replacements.
• Support end-user activities related to security controls, compliance checks, access reviews, and facility inspections.
• Collaborate with Level 3 support teams and project groups for upgrades and maintenance.
• Provide IT support for on-site and off-site events, including setup and coordination with venue IT/AV teams.
• Assist in disaster recovery activities and provide immediate response during emergencies at local sites.
• Participate in on-call support on a rotational basis, including outside normal business hours.
• Provide hands-and-feet support for network, data, and voice infrastructure.

Jobbeschreibung

The L2 Desktop Support Technician is responsible for providing advanced technical support and troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and software systems and ensuring optimal performance and user satisfaction.

• Install and configure desktops, laptops, mobile devices, peripherals, and related software.
• Perform break–fix support, desk-side assistance, IMACD activities, data migration, device refreshes, and other technical tasks.
• Execute onsite updates, configuration changes, and software installations.
• Provide hands-on technical assistance and support to end users.
• Identify potential issues that may affect end-user experience and take proactive measures to resolve or prevent them.
• Manage assigned tickets and ensure timely resolution and closure within defined SLAs, providing regular updates to end users as required.
• Coordinate with external vendors for hardware provisioning, warranty repairs, and replacements.
• Support end-user activities related to security controls, compliance checks, access reviews, and facility inspections.
• Collaborate with Level 3 support teams and project groups for service enhancements, maintenance activities, and upgrades.
• Provide IT support for on-site and off-site events or meetings, including setup, coordination with venue IT/AV teams, and standby support.
• Assist in disaster recovery activities and provide immediate response support during emergencies at local sites.
• Participate in on-call support on a rotational basis, including outside normal business hours when required.
• Provide hands-and-feet support for network, data, and voice infrastructure.