Desktop Support Engineer

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Windows 10,11 and Microsoft Office 365, Cisco Jabber, another authorized desktop application.
• Should have basic knowledge of Mac operating system, to support Apple pc users.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
• Manage Procurement and own for all new in-scope hardware i.e., desktop/laptop, etc.
• Deploy and manage in-scope hardware and software.
• Provision and support Remote Site Networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning/analysis)
• Provide Break/Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service Desk.
• Manage and maintain inventory of in-scope hardware, include asset tagging and recording.
• Provide technical support for all hardware/equipment of the remote site computing infrastructure.
• Develop and document in the operations manual on-site technical support procedures that meet requirements and adhere to
• defined policies
• Coordinate with the Service Desk and all other necessary Suppliers, third-party and Allianz support organizations to manage all on-site technical support requests to resolution and closure.
• Coordinate support, maintenance and warranty activities with relevant third parties for in-scope services.
• Coordinate with end-user or other site staff to schedule on-site technical support visit in response to an incident or IT service request including security remediation services.

Do you have experience in macOS?, Do you have a Bachelor’s degree?, * Bachelor’s degree or equivalent in Computer Science or related field.

• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum of 3 -5 years of relevant IT experience.
• Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Thin clients , VDI /Virtual client ,citrix client Enterprise anti-virus solutions, Helpdesk ticketing systems.
• Basic understanding of Network devices like switches, Routers, Firewalls and other managed/un-managed Network devices like wireless APs, Wireless Controller, servers, Multiplexers etc.
• Resource should be an English speaker and be well versed with local language.
• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Understands ITSM tools, And having goods hands on in Service Now
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Excellent communication relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support., * Troubleshooting : 4 years (Required)
• Servicenow Ticketing System: 4 years (Required)
• Mobile Device Management: 4 years (Required)
• SCCM, Intune: 4 years (Required)
• Active Directory: 4 years (Required)

Language:

• German Language C1 Proficiency (Required)