Desktop support engineer

Role: Desktop Support Engineer

Type: Permanent

Mode: Onsite working

Location: Hurth, Germany

Salary: Open to discuss

Language: German (C1) and English

Job Description

Desktop Support technician

• Can lead a team of 3-4 technicians to carry out daily tasks

• Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams.

• Address user tickets regarding hardware, software and networking

• Walk customers through installing applications and computer peripherals

• Ask targeted questions to diagnose problems

• Guide users with simple, step-by-step instructions

• Ensure that incidents and requests are handled according to customer needs and priorities.

• As needed, escalate tickets.

• Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.

• Perform overtime duties when necessary

• Conduct remote troubleshooting

• Test alternative pathways until you resolve an issue

• Record technical issues and solutions in logs

• Direct unresolved issues to the next level of support personnel

• Follow up with clients to ensure their systems are functional

• Report customer feedback and potential product requests

• Help create technical documentation and manuals

Requirements:

• Speaks fluent German and have intermediate English speaking skills

• 3+ years of hands on experience in Desktop Support

• Good understanding of Windows platform 10 and 11 OS; Bitlocker understanding

• Experienced in troubleshooting hardware and software issues

• Experience in ITIL process, maintaining SLA's, CSAT's and Service Now

• Experience of providing VIP support is desirable

• Must be willing to travel to other customer locations within Germany as required