Information Technology Support Engineer

SISL Global; Ilsenburg; Vor Ort; EUR 38.000 - 46.000; Vollzeit

Zusammenfassung

SISL Global in Ilsenburg, Germany seeks an L2 Desktop Support Technician to provide advanced technical support and troubleshoot end-user issues, ensuring optimal performance of hardware and software.

You will install and configure desktops, laptops, mobile devices, peripherals, and related software, manage tickets, and coordinate with Level 3 teams for upgrades and maintenance.

On-site and off-site event support, disaster recovery participation, and occasional on-call duties are part of the role.

Aufgaben

• 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.

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.

Key Responsibilities:

• 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.