Onsite-Support Engineer (2nd Line)

Ihre Tätigkeiten:

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged in a ticketing system
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Das gesuchte Profil:

• Experience in IT Infrastructure support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
• Hands on experience in installing, troubleshooting and fixing desktops, printers, laptop and other computer peripherals hardware and software problems.
• IMAC requests executed for Software & Hardware equipment.
• Handled Floor walking with strong interpersonal skills
• Knowledge of staging of Windows 10 deployment (starting from installation)
• Strong Knowledge of products
• Windows 10, Office 365, MS Exchange, MS Active Directory, MS SCCM, MS SharePoint, MS Server 2008-2019
• Knowledge of Network (WAN/LAN,VPN), servers, printer equipment
• For in warranty equipment, co-ordinating with the external vendors to resolve the issue based on the warranty contract.
• DSS (Desk side Software Support): Provides onsite support for incidents or service requests which are unable to be resolved from remote. An onsite engineer would visit the end user to resolve the ticket/Service request.
• Stock handling (inwards and outwards): updates inventory & stock management using inventory tool for tracking inventory and stock management.
• Troubleshooting Audio-visual equipment (Projectors), Video Conference equipment (WebEx), Cisco IP Phones and any other Meeting Room equipment
• Knowledge in handheld devices for VIP support (iPhones)
• Network Cabling testing performed in co-ordination with third party vendor
• End point security concerning end user Anti-spyware, Antivirus issues, Bit locker issues, Encryption software
• Ability to work with deadlines and complete tasks on-time
• ITIL awareness/certification (Incidents/Requests/Problems etc.)
• B2+ English is a must

Bitte beachten Sie die folgenden Anforderungen:

• Selbstständiges Arbeiten
• Teamfähigkeit
• Zuverlässigkeit
• Motivation/Leistungsbereitschaft

Sprachanforderungen:

• Deutsch: Verhandlungssicher
• Englisch: Verhandlungssicher