Beschreibung
MUST BE FLUENT IN GERMAN.
Working in conjunction with the central IT team to provide hands-on IT support and project implementation assistance.
The IT Support Specialist will play a critical role, directly supporting all team members by troubleshooting desktop, software and mobile devices, employing a high degree of customer service, as well as a high level of technical expertise and responsiveness.
In addition, the IT Support Specialist will be fully involved in delivery of technical projects and assisting project managers to provide early-life support after implementation.
General Support
- Ensure that a high level of customer service is consistently delivered
- Handle all IT queries made by customer employees
- Provide support and testing resource for IT related projects and office moves/re-designs
- Local monitoring/management the service IT deliverables
- IT point of contact for VIP's
- Occasional remote/onsite IT support to business areas (in the region)
Incident/Problem Management
- Proactively monitor ticket queues within the IT Service Management Tool to ensure all tickets are updated and resolved within the defined SLA
- Undertake initial diagnosis, categorisation and prioritisation of all incidents and service requests and perform first line resolution where applicable
- Escalate unresolved incidents to internal resolver teams and 3rd party suppliers
- Ensure all incidents and service requests are recorded in the IT Service Management Tool
- Keep end customers informed on the status and progress of incidents and requests until an agreed resolution is met
- Identify problem trends and potential issues and escalate as necessary
Hardware Support
- Build, configure and install PC's, laptops and mobile devices
- Install applications ensuring that the software is approved and licensed correctly
- Printer configuration and installation
- Plan and undertake scheduled maintenance of local infrastructure and network
- Provide ad hoc support such as Audio and Visio installation and facilitation, creating presentations for business use, assist with the troubleshooting of networked services (WAN, LAN, WIFI)
- Co-ordination and supervise local 3rd party IT providers
Please send in your CV for instant consideration. Look forward to hearing from you.