Onsite Support

PRACYVA; München; Vor Ort; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

An established industry player is seeking an EUC Deskside Support Engineer to deliver exceptional IT support to end customers. This role involves troubleshooting various IT infrastructure components, ensuring high levels of customer service, and managing incidents effectively. The ideal candidate will have 3-5 years of experience in End User Computing and be fluent in both French and English. Join a dynamic team and contribute to a customer-focused environment where your technical expertise and communication skills will shine. This opportunity offers a chance to work in a fast-paced setting, ensuring that IT services meet the highest standards.

Qualifikationen

• 3-5 years experience in EUC Deskside Support roles.
• Hands-on experience with ITSM tools and Active Directory.
• Fluent in French and English, with excellent communication skills.

Aufgaben

• Provide hands-on IT support for desktops, laptops, and peripherals.
• Monitor ticket queues and resolve incidents in a timely manner.
• Coordinate with third-party vendors for hardware and software issues.

Kenntnisse

EUC Deskside Support

Customer Service

Incident Management

Active Directory

ITIL V3/V4

Networking Principles

Windows Autopilot

Microsoft Intune

SCCM

O365

Ausbildung

Bachelor's Degree in IT or related field

ITIL Certification

Tools

Service Now

BMC Remedy

Manage Engine

Summit AI

Jobbeschreibung

We are looking for an EUC Deskside Support Engineer to provide hands-on IT support and assistance to the end customer. The Onsite EUC Engineer will support the customer team members, users by providing timely support and troubleshooting of the in-scope location specific devices like desktop, laptop, software, printers, scanners, Fax machines, any other IT Infra equipment’s etc., with a high degree of customer service, technical expertise, and responsiveness.

What You'll Do

General Support

• Ensure that a high level of customer service is consistently delivered
• Handle all IT queries made by Customer employees based in the customer location
• Local monitoring / management of the service IT delivers to the customer location

Incident / Problem Management

• Monitor ticket queues / emails as per the Customer’s ITSM process and work towards the timely resolution by interacting with the relevant teams / third-party vendors
• Undertake initial diagnosis, categorization and prioritization of the incidents and service requests and perform first line resolution where applicable
• Escalate unresolved incidents / issues / emails to relevant resolver teams and 3rd party suppliers
• Track incidents and service requests through the available ITSM process and tools.
• Keep end users informed on the status and progress of incidents and requests until an agreed resolution is met.
• Identify problem trends and potential issues and escalate as necessary.

Hardware Support

• Provide required support for build, configure and software installation of laptops, desktops
• Install applications ensuring that the software is approved and licensed correctly by Customer
• Printer configuration and installation
• Hands on experience on Remote Infra and desktop support
• Deskside and Remote laptops / desktop management
• Preferred to have experience on - Windows Autopilot, Microsoft Intune, SummitAI tools
• Hands on experience with Active Directory (AD), SCCM, O365 and Access Management
• Support scheduled maintenance of local IT Infrastructure in coordination with the relevant teams / 3rd party vendors
• Assist and provide required support with any third-party vendor coordination

Expertise You'll Bring

Technical Specifications :

• Minimum 3 to 5 years of experience working as EUC (End User Computing) Deskside Support Engineer, DC operations coordination, Networking, Security, Service Desk support role.
• Hands on experience working on any of the ITSM tools like - Service Now, BMC Remedy, Cherwell, Manage Engine, Summit AI etc.
• Hands on experience with - Windows Active Directory, O365, creating EUC policies, Password Safe tool, Antivirus software’s, Application packaging, patch management, migration of user data from File Server to OneDrive, Citrix VDI related issues
• IT Asset Inventory Management, Software and Hardware licensing management
• Microsoft Windows 7, Windows 8, Windows 10 desktops and laptops
• Microsoft Office 2010, 2013, 2016 productivity software
• Microsoft Active Directory, Exchange Server, and Windows Server
• Windows VPN, Mac VPN Configuration and Administration
• Mac OSX installation and configuration as well as Office for Mac
• Various printers, scanners, fax services
• Basic User & Security Group Active Directory administration
• Good understanding of Desktop technologies and applications Office 365, SCCM, MS Teams and Intune
• Experience of assigning Exchange permissions, delegation and calendar sharing in Office 365
• Good understanding of networking principles
• Experienced in troubleshooting networked services such as WAN, LAN, WIFI.
• Good knowledge of industry best practices and methodologies such as ITIL V3 / V4

Person Specification :

• As the position is for France location MUST be very fluent in French & English languages – Speaking, Reading, Writing
• Excellent communication skills with both Internal & external customer stakeholders at all levels – at CxO / Sr. Leadership / Executive Level members
• Preferred to have multilingual skills – French, English (must have), Spanish / Italian / German – good to have
• Highly motivated with excellent communication skills and able to integrate well at all levels
• A professional and flexible attitude while multi-tasking at an extremely fast pace.
• A strong Customer led, work ethic and the ability to work well under pressure
• Always maintain complete confidentiality and discretion
• Ability to promote IT services to the end customer
• Ability to anticipate and manage conflicts
• Seeks to understand and be supportive of change
• Acts swiftly and decisively
• Passionate about providing an exceptional service to customers and continually improving
• Manages rapidly changing priorities with a calm attitude and professional manner
• Shows dedication and commitment to ensure work is completed within timescales

Additional Skills :

• Answers phone promptly and professionally and ensures delivery of SLAs
• Generate ticket for request / issue raised via email / chat / phone / walk-in
• Communicate response time for dispatched tickets to the customers
• Take ownership and responsibility of an issues from start through to a successful resolution
• Ability to always provide end users with excellent customer service.
• Manage the entire service request process by adhering to SLA and ability to meet deadlines.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Identify and resolve customers’ request, problem or incident using the relevant knowledge base documents and other technical resources
• Follow best practice ticket management processes, i.e., ensuring tickets owned are handled and updated daily and every effort is made to make service levels
• Ensure that end-user will experience a minimum number of call transfers and receive regular updates
• Efficient coordination is required with all resolution groups
• Monitor key performance indicator (KPI) & escalates to management where applicable.
• Escalates request to third party vendors / suppliers where applicable.
• Identifies recurring incidents and escalate them for problem management.
• Ability to react to change productively and handle another essential task as assigned.
• Ability to work with or without direct supervision
• Dealing with hardware and application support queries and issues reported to the support desk
• Experience in ITIL process & procedure (preference to ITIL certified person)
• General knowledge of PC hardware and most common software; Keen to learn quickly new things.