Beschreibung
Job title: Field Services Level 2 Engineer
Location: Bad Homburg, Germany
Job Type: CONTRACT
This position assists clients with High-level analysis, technical support as a SME in desktop computers, applications, and related technology under deskside support/field services.
GERMAN LANGUAGE: FLUENT REQUIRED
Main Responsibilities include:
- Deliver transition program capabilities - knowledge transfer, process and procedure, service & projects take on, technology and infrastructure, contract and vendor management
- Design and update run-books
- Monitor progress to make sure client deliverables are delivered on time and reported to head of field services
- Monitor stakeholder expectations and take corrective action to address gaps
- Should be able to multitask and have the ability to handle multiple customers simultaneously
- Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
- To provide infrastructure administration functions
- Providing on-site cover as part of a shift arrangement
- Being prepared to work out of hours when required and to provide out of hours on-call support cover as required
- Backing up and restoring settings and associated systems administration activities
- Oversee issues through to resolution on all appropriate requests
- Trains and orients staff on use of hardware/software/tools presented to the client as a part of overall delivery solution
- Performs other duties as assigned
The Required skills are as follows:
- Knowledge of integrating ITSM solutions for automatic ticket creation and site services support
- Strong technical skills in handling user IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone etc. and Microsoft Windows desktop operating systems and business productivity applications ie Office
- Should have a good understanding of the tools and technology landscape, current trends and applicability in the outsourcing environment
- Knowledge of troubleshooting and resolving software issues; reimaging computers/hard drives
- Administration experience of MS Active Directory users & groups, policies and management concepts
- Knowledge of categorizing and prioritizing end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
- Experience of Deskside Level 2 troubleshooting
- Preferred if have experience in leading teams of 4-8 deskside engineers
- Ability to interact with customers to ensure that the service is efficient and responsive
- Provide SME support analytically to a successful conclusion
- Ability to interact with cross functional teams of EUC to provide support on any due diligence required to perform the solutioning of the of field services/deskside support project architecture
- A self-starter with ability to work on their own initiative
Qualification and Experience:
- Diploma or Engineering degree along with MSCE or CNE qualification
- PMP/Prince2/ITIL carries an edge
- Minimum 5-10 years related field experience in End User support including VIP support
- Installation and configuration - Desktop/laptop/Printer/Server/Networks etc.
- Certified Windows Administration
- Supporting Windows core technologies
- Collaboration experience including remote control of PCs and video conferencing knowledge
- Thorough understanding of Outlook's calendaring tool
- Understanding of Exchange functional accounts and how they are used within
- Experience of managing and leading a geographically and culturally diverse team
- Background security check is mandatory