Beschreibung
We are on the search for an IT Specialist Freelancer who will provide on-site technical support to our Berlin office and global employees alike. While a few folks have Windows PCs, we are predominantly an Apple environment. This role will provide assistance with various Apple products - installing, repairing, and providing preventative maintenance of workstations and related software/hardware. In addition, this position is expected to provide a high level of customer service while being able to resolve issues in a timely manner.Working Hours (20h/30h/40h): 40h
Must have Stacks/Skills:
Apple product & Microsoft Windows experience. Linux is a plus
Basic understanding of wired and wireless networks
Know your way around AV technology; Projectors, screens and cabling
SaaS experience
VoIP experience
Project start: asap
Duration estimate: 4-6m
Remote/Onsite: Onsite, 3-5d a week
Location: Berlin, Germany
Project Goal and Tasks:
Onsite full time - In person presence for our Berlin office is required, best case would be 5d a week
1st and 2nd level support for IT related topics i.e. user hardware support, password resets, access requests
Support for different IT systems like video conferencing (Zoom), printers (Konica, Minolta), Networking equipment (Meraki)
Solving ticket requests (Jira ServiceDesk)
AV Support for events and audio/video equipment (Crestron, Zoom)
Hardware preparation, inventory management, and maintenance (Apple, Lenovo, Logitech)
Employee onboarding and offboarding (once a week employee onboarding session, account creation, account closing)
Train non-technical customers on tools such as Atlassian, GSuite, Zoom, Slack, Okta, 1Password
They work with internals Service Level Agreements, however thats not the responsibility of the freelancer
-> the responsible IT Lead will be in the Berlin office in the first two weeks of December for onboarding (esp. regarding niche topics regrading printers etc.)
Spoken Language: English, German is a plus
New/Ongoing Project: Ongoing
Additional Information:
Site type: Office, around ~50 employees present on any given day
Device Count: ~1000 globally at the company
User Count: ~790 employees globally
Call stats: We do not take phone calls specifically, everything is done via Slack, Zoom, Jira ServiceDesk - we get urgent issues via Slack and regular requests/incidents via tickets in Jira ServiceDesk - Typically around ~100 new tickets come in a week globally
Estate type: Laptop kip remote folks only get supplied a MacBook or Lenovo PC - folks in the office get a desk with monitor, keyboard, mouse to use
Spares: we supply hardware from our offices directly and ship out or provide physically, all inventory is on premise also - no use of vendors here
Skill set: Ideally we have someone that can physically ship items and be in the office 40 hours per week, inspect the office daily for issues, provide hands on 1st level support at least to end users who walk up or submit requests to us
Triaging: We have a structure of support internally, we would not need to outsource for issues we encounter with a vendor, we have local IT support in the same office and engineers as well we can talk to for IT issues.