Beschreibung
2.5 - 3 months project in few cities in Germany - Hamburg, Berlin, Cologne, Dusseldorf, Frankfurt and Munich. 1 Team leader (English + German languages) + 4 (German language) technicians needed.
Travel and accommodation will be covered by the company. Project will start mid November and finish end of January
For the project we are supporting a company with an EMEA based upgrade and migration of their office suite and Exchange Server.
They will be using a Citrix based platform as a large part of there systems are based on thin clients, I believe this will include streaming of office through the thin clients so they will no longer have office locally installed on many clients.
Key Responsibilities and Deliverables
- A minimum of 1 years experience as a Service Desk Support
- Ensure all interactions with the customer are logged and updates are timely
- Follow customer service best practice, keeping customers informed on progress - following up queries, problems and resolutions
- Help to build and maintain a high performing team, by identifying opportunities for improvement and communicating these appropriately
- Achieve a consistently high level of quality and response
- Working closely with other teams to ensure smooth escalation of calls
- Provide verbal and written handover to ensure awareness of issues and continuity of support
Technical
- Trouble-shooting, How Do I:
- MS Office (2010, 2007, 2003 & 1997) Strong Word skills
- MS Windows (all version including 7)
- Active Directory, Exchange 2000 & 2010
- Citrix XenApp, XenDesktop Citrix Xen, Citrix Printing, Citrix support consoles, AppSense, AppV
- Remote control software - eg TeamViewer
- PC hardware troubleshooting, configuration and set-up eg able to do basic problem determination at the hardware level.
Understanding/overview, of:
- Network infrastructure with an understanding of the key components and how to perform basic problem solving. WAN, LAN, Intranet versus Internet, TCP/IP
- Supporting technologies of a Virtual environment VMware VSphere, Server platforms, Storage & Thin Clients
- Windows server and desktop operating & knowledge of Active Directory
Non Technical
- A strong service oriented can do attitude, with a strong focus on the internal customer approach, committed to exceeding customer expectations.
- Experience of multi-tasking, prioritizing and delivering in a highly pressured environment
- Excellent Customer Service skills, strong focus on and appreciation of customer service
- Self-motivated approach with good evidence of initiative and self-reliance, able to work independently and as a team player
- Attention to detail, clear, logical, analytical thinker
- Excellent German language. English language is a plus.