Beschreibung
Deskside support
A leading global software and hardware service provider is looking for an experienced deskside support technician to join their team based in Darmstadt on an initial 6 month contract - this is freelance through umbrella company.
Overview:
Standard Hardware and Software support (including but not limited to Client life cycle Management of the HW & all Standard Software/OS)Request for assistance by end-users from the following channels: Tickets assigned by the helpdesk team;User walk-up/call;Local contact for Service Desk (BLISS) escalations, including but not limit to, lost tickets, missing shipments, complex cases and other types of coordination etc.Play the coordinator role between local site users with service desk to resolve their issuesEscalation point (P1/P2 or long pending issues).Tracks and stays on top of all open tickets/issues.The local Hands & Feet support for any Infrastructure services (Networks & Servers) outages that impacts the siteSetup new Clients and Re-image requests of standards laptops and desktop - Dell & Mac including receiving the HardwareCoordinate with Dell engineers for On-site Break-fixSoftware support of issues that cannot be resolved by the service desk - virus, OS, MS Office, Google mail, docs, calendar, syncing, etc.Provide support for Video Conference system on siteProvide support and/or provide assistance to troubleshoot (with Off-shore support team): DHCP & DNS; AD;Wireless & Wireless Hotspots;mobile devices;Non-CLM Clients support;SnoopingAny other IT supported PC issues and local supportSite Lead for coordination, command center and end user training (esp for new service rollouts)Executive Support (if there are visiting Execs)Disposing/E-waste management of old PCsTo follow Customer's Support Model and Ticket assignment process.Prepare end user documentation for projects and tasks Additional Experience:
Outsourced DSS must possess knowledge of the Customer's standard devices environment:Collaboration Services - Google Enterprise Apps, BOX, Video, Webex & Audio (PGI) ConferenceSingle-sign On (OKTA)- Dell Clients & peripherals
MacBook Air & MacBook ProsWindows and Apple operating systemsStandard Office software & applications (ex: MS Office, Cisco UC client, etc)- MS Outlook including Google App Sync (limited transition support)
- Mobile devices (iPhone & Samsung Sx Android)
Symantec anti-virusWindows and Mac patch updatesStandard Browsers - Chrome, Firefox, IE & Safari- Windows and Mac Print
- Client Network configuration - Client Firewall, WiFi and other system configurations
To deliver the services in English language. To communication effectively to users at all level. To deliver difficult concepts and instructions in a clear, straightforward manner.To provide training to end-users with tact and patience.To provide documentation for effective future maintenance and service improvement.To establish and maintain protection of sensitive data and resources with appropriate safeguards in accordance with Customer's policy and legal requirementsTo create appropriate records required for service continuity and performance evaluation.To deliver and meet the Customer and its end-users' expectationsTo work with Customer's third-party outsourced on-shore and off-shore partners to deliver resolutionsTo meet targeted response and resolution time (SLA) stated in this SOWMust be fast moving self-driven resource, with minimum supervisionTo work successfully in a fast-pace team environmentSupplier shall be responsible for the outsourced DSS and they remain to be the Supplier's employees. Supplier shall provide qualified individual(s) with the right skill sets, presentable, customer-focused and positive attitude.Travel may be required for special projects especially during acquisitions and major service updates. All travel to be pre-approved by Customer in writing.Desirable:
Altiris SW distributionPlease send an updated CV for an immediate start.
