Desk Side Support Engineer

Field incoming help requests from end users via both telephone and work orders in a courteous manner

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

• A 4-year degree in Computer Science, Engineering, or related discipline; (MBO ICT 4 level)

• 3+ years technical support experience in a computer-related area
• Ticket handling tools/cross team troubleshooting
• Strong verbal communication skills, including the ability to document operations procedures
• Strong customer service skills and the ability to deal all types of customer service requests

• Good analytical, communication, problem solving, and organizational skills

• Ability to effectively interact with a diverse user base
• Highly organized, result oriented, self-motivated and proactive
• Knowledge of basic computer hardware.
• Experience with desktop operating systems including Microsoft

• Good understanding of the organization’s goals and objectives.

• Exceptional interpersonal skills, listening, and questioning skills.
• Strong documentation skills.
• MCSA Windows 10 / 11
• Knowledge of InTunes

• Active directory

• Network essentials
• Driver’s license and own car to visit off-site locations (Leverkusen, Düren)
• German / English speaking writing