Information Technology Support Specialist

BULLIT SERVICES LIMITED; Hannover; Vor Ort; EUR 40.000 - 65.000; Vollzeit

Zusammenfassung

An established industry player is seeking a skilled Desktop Support Technician to join their team. This role involves diagnosing and resolving complex hardware, software, and network issues while providing exceptional support to users. The ideal candidate will have over 4 years of hands-on experience, particularly with Windows 10 and 11, and will be adept at troubleshooting and following ITIL processes. Join a collaborative environment where your expertise in providing VIP support and creating technical documentation will be valued. If you are passionate about technology and customer service, this opportunity is perfect for you.

Qualifikationen

• 4+ years of hands-on experience in Desktop Support.
• Good understanding of Windows 10 and 11 OS; Bitlocker knowledge.

Aufgaben

• Diagnose complex hardware, software, and network incidents.
• Guide users through troubleshooting and installation.
• Record technical issues and solutions in logs.

Kenntnisse

Desktop Support

Troubleshooting

Windows 10 and 11

ITIL Process

Service Now

Jobbeschreibung

Desktop Support technician

• Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams.
• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Ensure that incidents and requests are handled according to customer needs and priorities.
• As needed, escalate tickets.
• Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.
• Perform overtime duties when necessary
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals

Requirements:

• 4+ years of hands on experience in Desktop Support

• Good understanding of Windows platform 10 and 11 OS; Bitlocker understanding

• Experienced in troubleshooting hardware and software issues

• Experience in ITIL process, maintaining SLA's, CSAT's and Service Now

• Experience of providing VIP support is desirable