Beschreibung
Service technician 2nd line support m/f / Kennziffer - 26781Job Purpose
To act as the mobile depot and 2nd line support service engineer on assigned open tickets and work in collaboration with Remote Support teams, to resolve customer affecting technical issues in a timely fashion in order to maintain maximum customer satisfaction.
To be responsible for problem solving and providing appropriate and robust solutions for hardware, software and peripherals ensuring that a professional service is maintained at all times.
Complete designated project work across several client campus sites within Europe.
Objectives/ Deliverables
Tasks include:
• To deal with and resolve IT problems for our clients within desktop and office applications.
• To plan and schedule daily workload and seek advice and guidance for more complex resolution of IT problems.
• Able to use basic laboratory skills to setup and troubleshoot problems.
• To draft clear and concise case notes and technical documentation.
• To understand customer requirements, and able to clarify what is required and to follow-up with basic action plans.
• To keep the customer and the team updated of progress and problem resolution using verbal and written communications.
• Ensure availability, maintain and development of core systems in an Active Directory environment, based on MS Technology.
• Support local users, across the allocated region, in all infrastructure related topics such as AD, Exchange, LAN, WAN and remote access.
• Ensure the defined Service Level agreements are met and the availability of IT systems are optimised.
• To ensure customer satisfaction results scores are maximised.
• To build good working relationships and rapport with the client and the European and Global IT Support team(s)
• To act as product champion in your area of technology and to pass this knowledge on to team members.
• Coordinate with external suppliers as required.
• Complete designated project work across various campus. Metro and sattelite sites within the UK.
• Good knowledge of HP products a plus.
• Manage the depot, ship and receive units to and from end users in the country you are based.
Essential Skills and Experience
• Very good problem solving and troubleshooting skills.
• Excellent telephone and communication skills.
• Familiar with a wide range of IT equipment i.e. Microsoft Windows, IP, workstations, servers, network equipment, video, and fax and printer equipment
• Sound experience in AD, Exchange,
• Hands and eyes support for server , storage systems and networking terms and equipment such as Cisco LAN & WAN, router, hub and switch.
• Excellent working experience with ITIL (V3).
• Knowledge and experience with case management.
• Excellent knowledge of English language.
Desirable Skills and Experience
• Graduate or equivalent experience within IT (3-6 month).
• Fluency (written and spoken) in a second European language.
• Experience of working in an international working environment.
• Attitude is key to this role so a highly motivated candidate with a can-do approach is desired.
• Excellent team worker but also able to work self dependent.
• Willingness to go the extra mile.
• Commercial and Financial awareness.
Hours and travel typically work 40 hours a week.
This person will be expected to travel within the country at short notice.
This is likely to include evening and some weekend work, if covering customer sites abroad travel in the weekend may be required.
Art: Contract
Ansprechpartner:
Herr Marcus Seeliger
Wir freuen uns auf Ihre aussagekräftige Bewerbung bitte per Email an
Für Rückfragen stehen wir Ihnen gerne unter der Telefonnummer zur Verfügung.
Über die Prometheus GmbH:
Seit Gründung im Jahre 2001 ist die Prometheus GmbH einer der führenden "Dienstleister der Dienstleister"
für Systemhäuser, Hard- und Softwarehersteller, Distributoren und andere ICT-Dienstleister.
Das Unternehmen unterstützt seine Kunden bei der Bewältigung aufwändiger IT-Projekte, beim Outsourcing
von Support- und anderen IT-Dienstleistungen, sowie bei der langfristigen Bereitstellung qualifizierter
Teams von Freelancern und festangestellten Mitarbeitern.
Die Prometheus GmbH verfügt dazu über die Genehmigung zur Arbeitnehmerüberlassung,
über zertifiziertes und geschultes Personal und einen Kandidatenpool von über 10.000 Bewerbern mit
unterschiedlichen Qualifikationen und diversen Zertifizierungen. Die Gesellschaft konzentriert sich
vornehmlich auf den deutschsprachigen Raum.