IT Deskside Support Engineer (German Speaking Must)

JOB TITLE: IT DESKSIDE SUPPORT ENGINEER

LOCATION: FRANKFURT, GERMANY

DURATION: 6 MONTHS

START: MAX 2 WEEKS

LANGUAGE: GERMAN SPEAKING (MUST)

POSITION SUMMARY:

The IT Support Specialist is a member of the IT Service Delivery Team.

Located onsite within the village, the primary purpose is to work in conjunction with the central IT team to provide hands-on IT support and project implementation assistance for customer employees.

The IT Support Specialist will play a critical role, directly supporting all village team members by providing timely desktop, software and mobile device troubleshooting, employing a high degree of customer service, technical expertise and responsiveness.

In addition, the IT Support Specialist will be fully involved in delivery of business/technical projects to the village, assisting project managers to; assess the requirements of the customer, test and train new IT services and provide early-life support after implementation.

KEY RESPONSIBILITIES:

GENERAL SUPPORT

* Ensure that a high level of customer service is consistently delivered.

* Handle all IT queries made by Customer employees based in the village.

* Provide support and testing resource for IT related projects and office moves/re-designs.

* Local monitoring/management the service IT delivers to the village.

INCIDENT/PROBLEM MANAGEMENT

* Proactively monitor ticket queues within the IT Service Management Tool to ensure all tickets are updated and resolved within the defined SLA.

* Undertake initial diagnosis, categorisation and prioritization of all incidents and service requests and perform first line resolution where applicable.

* Escalate unresolved incidents to internal resolver teams and 3rd party suppliers.

* Ensure all incidents and service requests are recorded in the IT Service Management Tool.

* Keep end customers informed on the status and progress of incidents and requests until an agreed resolution is met.

* Identify problem trends and potential issues and escalate as necessary.

PROJECT SUPPORT

* Assist with the definition of village specific project requirements.

* Participate in all aspects of project testing related to the village implementation.

* Deliver training courses/tutorials for new or upgraded systems to the end customer.

* Support the local implementation of business and technical change projects.

* Publish knowledge articles and other documentation/procedures on common issues.

* Provide IT Training for new joiners.

HARDWARE SUPPORT

* Build, configure and install PC's, laptops and mobile devices.

* Install applications ensuring that the software is approved and licensed correctly.

* Printer configuration and installation.

* Plan and undertake scheduled maintenance of local infrastructure and network.

* Provide ad hoc support such as Audio and Visio installation and facilitation, creating presentations for business use, assist with the troubleshooting of networked services (WAN, LAN, WIFI).

* Co-ordination and supervise local 3rd party IT providers.