Senior Helpdesk Support (m/w/d)

Main responsibilities:

• 1st, 2nd and 3rd Level Support for all offices totalling 410+ users whom are both locally and remotely based

• Manage incidents and requests within SLA with the support of our helpdesk ticketing system

• Daily tasks to include for example: installing and troubleshooting user hardware, software issues, managing user credentials and access rights and support of mobile devices

• User support and education for MS Windows 10 and Office 365 applications

• Office 365 mailbox and calendar management

• Manage and support video conferencing meetings from an IT perspective

• Cisco IP Phone Systems support

• Participate in off-site events such as our AGM (Annual General Meeting), where you will work as part of the events team in providing IT support to users during the event

• Project support assistance as required

• Vendor engagement

• Site visits and holiday cover (means this position includes occasional travel, and you will be expected to be part of an On-Call rotation)

• Ensuring IT documentation is current, and proactively provide user support documentation to the business

• Procuring hardware and software

• Auditing local hardware, software and managing assets

• New joiner onboarding & trainin

Experience and Character Requirements:

• Highly motivated, mature and engaged, dedicated to a quick and complete resolution of all challenges

• Commitment and punctuality are a must

• Structured work ethic including being a self-starter, great organizational skills, ability to follow your own initiatives, independent and able to participate within a team spread across a large geographical area

• Understand the value of team interdependence and its importance

• Being approachable, friendly and be able to communicate clearly and to the point, both verbally and written, at all levels of seniority

• Have a professional, positive, service minded approach, fantastic interpersonal communication skills, and a willingness to seek contact and social interaction with people

• Experience supporting a business professional service organization such as a Law Firm, Private Equity House, Corporate Finance Bank, or equivalent

• Ability to think analytically and creatively to solve IT issues

• Peer coaching colleagues/sharing experiences to benefit our team and increase efficiency

• Identifying issue trends and recommend improvements to both the systems used and the approach to service delivery manage

Experience: To be considered, you must possess the following

• Selbstständiges Arbeiten
• Teamfähigkeit
• Zuverlässigkeit
• Motivation/Leistungsbereitschaft

• Formal IT Education/Industry certifications, this can include any recognised tech school and/or BS, FOS, FS, BzB, MCTS/MCITP, ITIL Foundation, or similar

• Advanced understanding of the Windows Desktop environment Windows 10 and O365 o Experience in Office 365 application suite (OneDrive, Exchange Online, Teams) and admin portal

• Advanced HW, SW and application troubleshooting skills

• Total of at least 6 years of Help Desk/Service Desk/Operations experience within IT

• Intermediate understanding of Networking, Security, Infrastructure and Cloud environments

• Intermediate Network troubleshooting skills

• Good experience with Desktop Lifecycle Management Systems preferably SCCM

• Citrix environment or similar experience

• VC Systems support (Cisco preferred)

• Broad experience installing and configuring desktop, laptop and printer equipment

• Mobile Device (OS) installation and user support through an MDM Solution such as AirWatch & Intune

• Experience in driving incident, requests and change within an ITIL controlled environment

• Excellent written and verbal skills in German and English

• A willingness to travel across multiple European countries

• IT managed service background experience

Experience: You should possess most of the following:

• Cisco phone troubleshooting skills

• SharePoint creation, permission management, auditing, etc.

• Secure print configuration and admin

Wichtig!!!

ist die englische und deutsche Sprache, da 95% der Kommunikation in Wort und Schrift in englisch stattfindet. Auch ein professionelles (Anzug / Hemd+Anzughose) Auftreten und Kundenfokus (auf die Anwender) ist essentiell