Desktop Support Engineer

Necessary: Must know how to speak German (C2) and English (C2)

Job Description

• Provide onsite and desk-side support services to end users.
• Complete incidents and requests within SLA in a pressurized environment.
• Build, configure, and troubleshoot Install Gold image on Customer PC and laptop applications and hardware components.
• Ensure tickets are updated on a daily basis.
• Support meeting room environment and video conferencing.
• Support printers, scanners, and other peripherals.
• Support mobile devices, such as iPads, iPhones, and Android devices.
• End-user data back-up and restoration when required in the course of a service incident.
• Smart hands support for data center equipment as per required SLA (in specified locations)
• As directed by Customer Tech support will assist in troubleshooting the data center devices
• Replace defective component cards in data center equipment as advised by Customer Tech Support e.g., Removing a module and replacing it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites
• Import /Export tapes to the tape libraries as advised by Customer tech support.
• Individuals must have good customer-facing skills and be well-presented.
• Demonstrates independent and proactive thinking
• Builds effective relationships both within the team and across the business and Professional Services
• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
• Must be able to work alone and unsupervised, taking the initiative when necessary.
• Must be organized and prioritize work appropriately.
• Ability to resolve or assist in the resolution of complex customer problems and maximize systems availability in standardized customer environments.
• Basic management skills in planning, problem-solving, solution innovation, and analysis.
• Good oral, written, and telephone communication skills.
• Ability to build and maintain relationships with customers, peers, and support partners.
• Good teamwork with peers in a local, global, virtual, or multifunctional
• Must have experience in using a Call Logging system.
• Must have a good working knowledge of Windows 7/10 and related Office applications.
• Support experience of MACs would be beneficial
• Knowledge of mobile devices, Androids, and iPhones
• Working knowledge of current and legacy hardware platforms. Experience with building,
• configuring, replacing, and troubleshooting PC and laptop hardware components.
• Familiarity with Microsoft SCCM.
• Ability to replace defective parts, as identified by Customer.
• Excellent hands-on experience in installation and troubleshooting DC equipment, Rack and Stack of the DC equipment/cable
• Excellent communication is mandatory in English and Local language
• Completion of CompTIA certifications e.g. A+, Network+, etc.
• Completion (or near completion) of Microsoft certifications e.g., MCP, MCITP, MCSE