Beschreibung
Role: DESKTOP ENGINEER L2Location: Wuppertal
Language: Native level German and fluent English
Number of Positions: 2
Type of employment: Freelancer
Duration of contract: 6 months
Key Requirement: Level 2 support: Experience troubleshooting OS, Hardware issues. SCCM, GPOs, troubleshooting. Network and servers basic knowledge and troubleshooting.
Roles & Responsibilities:
? Should demonstrate good communication and interpersonal skills.
? Must have sound troubleshooting knowledge of Operating Systems (Windows 7 & Windows 10)
? Should have sound knowledge of Email clients (Outlook/MS Teams)
? Should have fair knowledge of computer / Laptops / Printers / Scanners / peripheral troubleshooting (including hardware troubleshooting)
? Knowledge of iOS Apple devices like MacBook and basic troubleshooting is preferred
? Should have fair knowledge of Anti-virus clients, Internet Proxy, Patch Management etc.
? Should have fair knowledge of VPN, My Mobility, Black Berry configuration / troubleshooting
? Should have fair knowledge of security features of windows-7 & 10 operating system (bit locker)
? Should have sound knowledge of Remote Systems Management Tool for user support
? Should have sound knowledge of Remote software / Application deployment tool (Smtool, Tivoli)
? Ensure the Desktop support internal BACI processes & procedures are adhered to
? Manage incidents / service request assigned to them till resolution / execution
? Handle customer/end-user escalations effectively and involve Shift Lead accordingly
? Route/Assign tickets to the appropriate support group, if necessary
? Identifying and escalating high-severity, priority issues
? Updating Pending Tickets with timely, precise, accurate updates
? Following-up with end users, if necessary, for closure of pending tickets
? Following-up with other support groups, if necessary, for closure of pending tickets (tracking of ageing tickets)
? Creating and Uploading KB Articles in the Knowledgebase
? Troubleshooting Applications and Operating Systems, VPN, Active Directory
? Provide support to Technology projects and ensure all assigned project deliverables are completed as per schedule
? Provide support to power users (Band 5 & above) locally or remotely (for travelling users) and resolve all issues on high priority
SKILLS REQUIRED
? Should be a graduate
? Should have around 0 - 3 Years overall experience in IT & Technical troubleshooting
? Basic aptitude for logical problem solving Skills, exposure to trouble Shooting OS, Hardware, Applications, and networking Devices
? Basic Word, Excel & power point Skills
? Should be ready to work in all shifts
Certifications preferred: MCSE / ITIL