Service Desk Engineer/Team Leader

Vertex IT Solutions Ltd; Düsseldorf; Vor Ort; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

An established industry player is seeking a ServiceDesk Engineer/Team Leader to join their Düsseldorf office. In this dynamic role, you will be the first point of contact for users, providing exceptional IT support and maintaining strong professional relationships. You'll resolve technical issues, support overseas teams, and oversee IT operations. With a focus on problem-solving and technical expertise, this position offers the opportunity to work in a fast-paced environment, contributing to customer satisfaction and operational excellence. If you are passionate about IT and thrive in a collaborative setting, this role is perfect for you.

Qualifikationen

• 5+ years in a fast-paced helpdesk environment providing 1st and 2nd line support.
• Experience with PC imaging, networking, and troubleshooting.

Aufgaben

• Act as the first point of call for users and maintain professional relationships.
• Resolve IT technical issues and support overseas users.
• Oversee IT Support operations on the Düsseldorf IT ServiceDesk.

Kenntnisse

Problem-solving skills

User support for Microsoft Office applications

Active directory management

Networking hardware knowledge

HP desktop and laptops hardware

PC imaging and desktop/laptop preparation

Service desk ticketing system knowledge

Apple iOS device management

Ausbildung

College diploma or University degree in IT-related technical subject

Microsoft Certifications (MCSA, MCP)

Tools

ServiceNow

SCCM

PABX management

Jobbeschreibung

Role: ServiceDesk Engineer/ Team Leader
Reports to: the Service Desk Manager
Location: Dusseldorf, Germany
Type: Permanent – Office based

Main job responsibilities:

1. Act as the first point of call for instructed users in our German Office and maintain professional and stable user relationships.
2. Act as an extension of the London office EU Helpdesk Team and uphold our values and processes.
3. Resolve IT technical issues for users and support overseas users and IT teams.
4. Conduct customer-facing project implementation work as required.
5. Smart device (iPhone/iPad) configuration and support.
6. Work with customers and stakeholders to help realize IT-related requests.
7. Adhere to customer processes and regulations.
8. Provide detailed reports of issues and problems.
9. Oversee IT Support operations on the Dusseldorf IT ServiceDesk.
10. Maintain a long-lasting professional relationship with our customers.

Technical Skills:

1. Excellent problem-solving skills.
2. HP desktop and laptops hardware.
3. Intermediate knowledge of networking hardware, patching methodologies, and networking protocols.
4. Multifunction printer and scanning systems.
5. Basic telephone system and PABX management.
6. Familiarity with video conference equipment.
7. Apple iOS device management configuration and support.
8. User support for Microsoft Office applications.
9. PC imaging and desktop/laptop preparation.
10. Active directory management, group policy, DHCP, and DNS.
11. Volume Shadow copy and server backup solutions.
12. SCCM experience or any other mass deployment tools.
13. Service desk ticketing system knowledge (ServiceNow Preferred).

Experience:

1. 5 years’ experience in working in a fast-paced helpdesk environment.
2. Experience providing 1st and 2nd line support for 200+ users.
3. Experience in PC imaging and new user setups.
4. Experience in basic networking and troubleshooting, TCP/IP, DNS, and DHCP.
5. Desktop support for Windows-based applications.
6. Telephone and PABX management, setup of extensions.
7. Knowledge of Group Policy and SCCM software deployment not required but beneficial.
8. Knowledge of various desktop and server operating systems and system administration tools.
9. Supporting and management of VC equipment beneficial.
10. Good ITIL best practice understanding.
11. Must have worked with SLAs before.

Qualifications:
College diploma or University degree in an IT-related technical subject beneficial. Microsoft Certifications (MCSA, MCP) beneficial.