Wien: Onsite Backfill Supporter (m/w/d) Services für Apple Produkte
nemensis AG
Ansprechpartner: Vanessa Martens
Wien, Österreich
ITApple Certified Macintosh TechnicianApple Certified Support ProfessionalApple CertifiedApple MacApple IOSApple-ProdukteApple Remote DesktopApple Mac SystemsAppleScript (Scripting Language)Technischer SupportCmdbProdukt SupportOnsite-supportSupport EngineeringSupportDeskNetzwerk-Support
Beschreibung
We are looking for 2 experienced L2 Deskside Support Engineers to provide onsite end-user support services in Vienna, Austria.
Laufzeit: ASAP, 12 Monate, Option auf Verlängerung
Auslastung: Backfill – auf Abruf, noch nicht bekannt
Standort / Remoteanteil: Wien
Sprache: DE + EN
Responsibilities
Service Request Management
- Handle all IMACD (Install, Move, Add, Change, Disposal) activities.
- Perform pre-installation surveys, device configuration, deployment, and operational testing.
- Manage service requests and ensure accurate and timely ticket updates.
Incident & Deskside Support
- Troubleshoot, diagnose, and resolve hardware and software incidents.
- Provide onsite deskside support for end users, conference rooms, and meeting spaces.
- Confirm resolution with users and maintain accurate documentation.
Onsite Support & Asset Management
- Manage onsite support operations and customer-facing activities.
- Maintain asset inventory, stock rooms, asset tagging, and CMDB records.
- Coordinate spare parts management and dispatch activities.
- Test repaired equipment and restore work areas after service completion.
Smart Hands Support
- Provide Smart Hands assistance for remote infrastructure teams.
- Support basic activities related to servers, storage, networking, and data centre equipment.
- Coordinate OEM hardware repairs while ensuring SLA compliance.
Endpoint & Software Support
- Install, configure, troubleshoot, and support endpoint devices and software.
- Build and image devices according to approved customer standards.
- Support endpoint security solutions and remediation activities.
- Assist with data backup and restoration when feasible.
Supported Technologies
- Windows desktop and laptop devices
- Apple Mac devices and macOS
- Tablets and mobile devices
- Microsoft 365 collaboration suite
- Network and local printers
- Meeting room and videoconferencing systems
- Basic server, storage, and network infrastructure support
End User Computing Administration
- Provision, configure, deploy, and support end-user devices.
- Perform operating system installations, patching, and device maintenance.
- Support Microsoft 365 applications and approved enterprise software.
- Coordinate activities with Service Desk and technical support teams.
- Provide user guidance and orientation where required.
Device Lifecycle & IMACD Services
- Manage device provisioning, replacement, refresh, and disposal activities.
- Perform hardware and software migrations.
- Conduct user data and application migrations during replacement activities.
- Utilize customer-provided inventory for rapid device replacement.
Onsite Technical Support
- Deliver onsite diagnosis, troubleshooting, and incident resolution.
- Escalate unresolved issues to appropriate support teams.
- Support and maintain conference room and collaboration equipment.
Apple Mac Support
- Provide basic support, setup, configuration, and troubleshooting for Apple Mac devices.
- Utilize enterprise Mac management tools such as Jamf for device enrolment and administration.
- Support connectivity, printing, software installation, updates, and security-related issues.
Mandatory Certification Requirement
For any engineer providing Apple Mac support, a valid Apple Certified Support Professional (ACSP) or equivalent Apple Certified Support Technician certification must be provided with the candidate submission. Candidates without the required Apple certification cannot be considered for the role.