2nd Line Service Desk Engineer/Team Leader - Bi-lingual

Role: ServiceDesk Engineer/Team Leader - Bi-lingual German/English speaking

Reports to the Service Desk Manager

Location: Dusseldorf, Germany

Permanent - Office based

Main job responsibilities:

• 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 office 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

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
• 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
• Service desk Ticketing system knowledge (ServiceNow Preferred)

Experience:

• 5 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 various desktop and server operating systems, and system administration tools.
• Supporting and management of VC equipment beneficial.
• Good ITIL best practice understanding
• Must have worked with SLA's before

Qualifications:

College diploma or University degree in an IT related technical subject Beneficial Microsoft Certifications (MCSA, MCP)