Senior IT Service and Support Engineer
The Senior IT Service and Support Engineer is responsible for delivering top-tier IT support to internal clients across the organization. This role plays a crucial part in driving customer experience, expertly managing and resolving complex IT issues, and ensuring efficient service delivery.
Main Responsibilities:
* Act as subject matter experts in providing top-tier IT support to our internal clients.
* Resolve intricate IT challenges and service requests by diagnosing and troubleshooting multifaceted problems.
* Manage the technical side of internal and external meetings and live events, including coordinating and overseeing the technical aspects of advanced live events.
* Interact with all levels of staff, including ExCo and Board members.
* Be part of a team responsible for ExCo and Board member support of all technologies and communication during critical incidents.
* Deliver excellent customer service and treat every customer request with the same degree of urgency and importance.
* Manage the incident management process by efficiently handling incoming service requests.
* Promote a culture of continuous learning and improvement within the team.
Requirements:
* A high degree of technical acumen and experience.
* Ability to stay abreast on the latest IT trends and enhance team capability through cross-training.
* In-depth knowledge of Windows OS (Windows 11), Mac OS, M365 Suite, PC/Laptop hardware, PC/Laptop peripherals, mobile devices (iOS, Android), and network infrastructure.
* Proficiency in the use and support of diverse meeting technologies.
* A high level of professionalism and etiquette.
* Dedication to team success, resilience, and adaptability.
* Customer-focused with a passion and drive for customer satisfaction and delivering business values.
* Passionate and calm way of dealing with VIP incidents/requests.
* Ability for standby services 7X24 (Platinum User support).
* Proficiency in English and German required.