IT Desktop Support Engineer (Backfill)

SkySys; Frankfurt; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

A technology solutions provider is seeking an IT Desktop Support Engineer to provide on-site technical support in Frankfurt. This role includes troubleshooting hardware and software issues, managing service requests, and ensuring effective communication with users. Experience with ITIL practices, client management, and mobile device support is desirable. The candidate will contribute to maintaining optimal user experience and adherence to service standards.

Qualifikationen

• Basic experience in IT industry is appreciated.
• Good understanding of computer OS and peripherals.
• Experience in supporting mobile devices including iPhone and Android.

Aufgaben

• Provide technical support for all End User Computing devices.
• Lead resolution of incidents and requests to achieve high customer service standards.
• Perform hardware/software installations and updates.

Kenntnisse

Client management

Communication skills

ITIL knowledge

Troubleshooting

User support

Vendor coordination

Independent work

Tools

Service Now

SCCM

Microsoft Teams Room (MTR)

Citrix Xendesktop

Office 365

Jobbeschreibung

Position : IT Desktop Support Engineer

Location : On-Site in Frankfurt

Backfill Support

Job Purpose

The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

• Basic experience in IT industry
• Good client management & communication skills
• Good Understanding of ITIL concept & Service Now
• Computer OS / Peripherals troubleshooting. Asset / Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling different PC operating systems (Windows 7, 10)
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware / Software installation (understanding of deployment tools like SCCM)
• End-user support – Break fix & Service Requests
• Desktop / Laptop / Network Printers Management.
• Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• VDI technologies Citrix Xendesktop, Azure cloud PC.
• Laptop AV / endpoint security Management for Mcafee, Cortex XDR.
• User Data Management (OneDrive, Office 365)
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware / spare replacement
• Incident Management, service Request management, asset Management
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware / software problems. When unable to resolve, escalates to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.