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Service Desk Engineer
- Düsseldorf, North Rhine-Westphalia, Germany
- Düsseldorf, North Rhine-Westphalia, Germany
About
*1. MAIN PURPOSE OF JOB*
- Act as the first point of call for instructed users in our German Office and maintain professional and stable user relationship
- Act as an extension of the London SCSK EU Helpdesk Team and uphold our values and processes
- Resolve IT technical issues for users and support overseas users and IT teams
- Conduct customer facing project implementation work as required
- Smart device (iPhone/iPad) configuration and support
- Work with customers and stakeholders to help realise IT related requests
- Adhere to customer processes and regulations
- Provide detailed reports of issues and problems
- Oversee IT Support operations on the Dusseldorf IT ServiceDesk
- Maintain a long lasting professional relationship with our customers
*2.POSITION IN ORGANISATION*
Reports to Helpdesk Manager
No direct reports
*3.SCOPE OF JOB*
- 1st and 2nd line IT technical support for EU regions
- Providing assistance and knowledge sharing with other engineers
- Occasional travel if required
- Technical design and support for projects and user requests
- Adhering to customer and company rules regulations and procedures
- Champion the London SCSK EU Values and Processes
*4.DIMENSIONS AND LIMITS OF AUTHORITY*
None given
*5.QUALIFICATIONS/SKILLS/PERSONAL QUALITIES *
*Qualifications*:
- Ideally college diploma or university degree in an IT related technical subject
- Beneficial Microsoft Certifications (MCSA, MCP, MD-102 etc)
- Other beneficial certifications (CompTIA A+, CCNA etc)
*Technical Skills:*
- Excellent problem-solving skills
- HP desktop and laptops hardware
- Intermediate knowledge of networking hardware, patching methodologies, networking protocols
- Multifunction printer
- Scanning systems
- Basic telephone system and PABX management
- Familiarity with Video conference equipment (Teams Room, Logitech)
- Apple iOS device management configuration and support
- User support for Microsoft Office applications
- PC imaging and desktop/laptop preparation
- Active directory management, group policy, DHCP and DNS
- Volume Shadow copy and server backup solutions
- SCCM experience or any other mass deployment tools such as Autopilot
- Servicedesk Ticketing system knowledge (ServiceNow Preferred)
*Personal Qualities:*
*- Must have a “Can do” Positive attitude*
*- Must have a valid work permit in Germany*
*- Presentable and well-mannered*
*- English CEFR B2 or above*
*- German CEFR B1 or above*
- Japanese language skills are a plus
- Excellent customer service and relationship skills / soft skills
- Proven troubleshooting and problem-solving experience
- Happy to work in a corporate structured helpdesk environment
- Ability to work well under pressure
- Excellent Time Keeping skills
- Excellent Communication skills
*6.EXPERIENCE*
*- Must have worked with SLA’s before*
*- Must have worked face-to-face with customers before*
*- Minimum 2 Years’ Experience in working in a fast paced helpdesk environment*
- Experience providing 1st and 2nd line support for 200+ users
- Experience in PC imaging and new user setups
- Experience in basic networking and troubleshooting, TCP/IP, DNS and DHCP
- Desktop Support for Windows based applications
- Telephone and PABX management, setup of extensions
- Knowledge of Group Policy, SCCM software deployment not required but beneficial
- Knowledge of Microsoft 365 environment (Intune, Conditional Access etc)
- Knowledge of various desktop and server operating systems, and system administration - tools
- Supporting and management of VC equipment beneficial
- Good ITIL best practice understanding
*\*Initial contract will be a 1-year fixed term contract. After performance review, it will be a permanent contract.*
Job Types: Full-time, Temporary, Contract, Permanent
Contract length: 12 months
Pay: 40.000,00€ - 48.000,00€ per year
Work Location: In person
Languages
- English
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