Principal Responsibilities
Perform the On-Site IT services and support (walk-in and on-site support)
Support the local IT infrastructure
Collaborate and engage with different business teams on IT related matters
Provide user training and onboarding
Support meeting rooms and AV equipment
Support end-user equipment as per client’s standards
Assist and collaborate in IT project implementation as assigned by Lead or IT Operations manager
Perform visits to remote/ dispatched sites when applicable
Perform troubleshooting for all laptop-related queries which may also include Microsoft product suite related queries
Browser troubleshooting
Re-imaging laptops
Maintaining inventory of equipment
Recording all support incidents in ServiceNow and work towards achieving the response and resolution KPIs
Keep aging incidents under check
Provide reports of open incidents and actions being taken to resolve those incidents.
Experience / Education
Standard : Minimum a Degree in IT/Computer Science or within a relevant field and a minimum of 3-6 years of IT support related experience is required.
Fluent in oral and written German and spoken English.
Appropriate service management program (ITIL foundation certification preferred, but not a requirement, as this can be provided)
Experience with ITSM tools like ServiceNow and ticket handling
Experience with KCS is an asset
Good technical knowledge in Microsoft, Windows 10, O365 environment, hardware; infrastructure and iOS devices
If possible, experience with AV (audio/visual) equipment support (e.g. meeting rooms, videoconferencing, MS Teams)
Experience working in an international environment is an asset
Previous experience working in a 24/7 organization & willingness to travel on a regular basis
Knowledge of agile working method and maybe experience with KANBAN board method
#J-18808-Ljbffr