Description

You will provide onsite technical support and hands-and-feet assistance for network and data center equipment.

Responsibilities

• Resolve tickets independently within agreed SLAs to ensure high first-call resolution rates.
• Perform root cause analysis for escalated issues and provide support for on-call rotations.
• Manage user accounts, including Active Directory, Exchange mailboxes, and distribution lists.
• Maintain quality standards by updating knowledge bases and coaching junior analysts.
• Troubleshoot hardware, software, and mobile device issues for desktops, workstations, notebooks, printers, and handhelds.

Required Skills

• 5+ years of hands-on experience in deskside or onsite IT engineering.
• A+ certification or equivalent.
• Proficiency in Windows 7 and Windows 10 installation and troubleshooting.
• Experience supporting MS Office applications including Outlook, Word, Excel, and PowerPoint.
• Technical knowledge of mobile device setup and troubleshooting for Android, iOS, and Blackberry.
• Experience with remote desktop tools such as SMS, Bomgar, WebEx, and Live Meeting.
• Understanding of ITIL processes and experience using ITSM tools like ServiceNow.
• Strong written and verbal communication skills in German.
• Ability to manage audio/video equipment and conference room setups.
• Proficiency in MS Project and Visio.

Preferred Skills

• Experience providing physical support for network and data center devices.

Key Skills

Education

Any Gradute