Über
A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.
Job Summary: The IT Support Technician II provides advanced technical support to end users, resolving a wide range of hardware, software, and network issues. This role requires prior hands-on IT experience, strong troubleshooting skills, and the ability to independently manage incidents while delivering high-quality customer service. The technician will also support VIP users, contribute to process improvements, and mentor junior team members when needed. Key Responsibilities: Provide Tier 1 and Tier 2 technical support via phone, email, chat, remote tools, and in person Troubleshoot and resolve complex hardware and software issues (desktops, laptops, printers, mobile devices) Install, configure, and maintain operating systems, applications, and endpoint security tools Administer user accounts, permissions, and access (e.g., Active Directory, Microsoft 365) Manage and document incidents, service requests, and resolutions in the ticketing system (e.g., ServiceNow) Escalate and coordinate resolution of high-priority or complex issues with internal teams or vendors Perform system updates, patching, and proactive maintenance across endpoints Troubleshoot network connectivity issues (Wi-Fi, VPN, LAN/WAN) Support employee onboarding and offboarding, including device provisioning, imaging, asset tracking, and shipping Provide white-glove support for executives and VIP users Support conference rooms, enterprise meetings, and collaboration tools (audio/video systems) Contribute to knowledge base documentation and process improvements Assist in training or mentoring junior support staff as needed Required Skills & Qualifications: Must be a self-starter and can work independently 3+ years of hands-on IT support experience in a professional environment Strong knowledge of computer hardware, operating systems (Windows/macOS), and common enterprise applications Experience with Microsoft 365 administration and user support Good Understanding of Active Directory, identity/access management, and endpoint management tools Working knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN) Proven troubleshooting and problem-solving skills with the ability to work independently Strong communication and customer service skills, including experience supporting non-technical users Preferred Qualifications: Degree in IT, Computer Science, or equivalent hands-on experience Certifications such as CompTIA A+, Network+, or Microsoft certifications Experience with ticketing systems (e.g., ServiceNow, Jira Service Management) Exposure to endpoint management tools (e.g., Intune, DATTO) Experience supporting hybrid or cloud-based environments Working Conditions: Onsite in office environment May require occasional xywuqvp after-hours or weekend support Sitting for extended periods and occasional lifting of equipment May require up to 10% travel to other offices & data center Career Path: This role can progress to positions such as IT Operations Specialist, Systems Administrator, Network Administrator, or other specialized IT roles. Key Performance Indicators (KPIs): Ticket resolution time (SLA adherence) Customer satisfaction (CSAT) scores First-call resolution rate Quality and accuracy of ticket documentation Ability to handle escalations and complex issue resolution Soft Skills: Strong customer focus with patience and professionalism Effective time management and organizational skills Ability to prioritize and handle multiple tasks in a fast-paced environment Proactive mindset with a focus on continuous improvement Willingness to learn and adapt to new technologies
Sprachkenntnisse
- English
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