Deskside support -L2

Job Title : Deskside support L2

location: Neu-Isenburg, Germany

Job type 6 Months Initially (After 6 month it will convert in permanent)

JOB description

General Description

This position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies.

Involves managing team over 10 desk side agents

Responsibilities :-

• Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines

• Works with vendor support contacts to resolve technical problems

• Works with service desk and RDS as appropriate to determine and resolve problems received from clients

• Responds to support requests from service desk, users and other infrastructure teams

• Performs upgrades as directed to ensure the longevity of equipment

• Keep track of request and make sure they are implemented as planned

• Participate in incident handling concerning desktop changes.

• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.

• Microsoft environment knowledge (desktop & server).

• Have some level of technical understanding of the products building up a desktop service

• Experience from the desktop environment.

• Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.

• Provide weekly reports

• Implement best practices

• Be the single point of contact with customer

• Technical Requirements

• · ITIL V3 certified

• · Exposure on managing remote sites

• · Phone support experience necessary.

• · Technical helpdesk or technical call center experience is necessary.

• · Disciplined, systematic problem solving skills required.

• · Windows and Novell Operating systems

• · Clients: Windows7, Windows Vista, Windows XP, Windows 2000

• · Servers: Windows 2000, Windows 2003, Windows 2008,

• · Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007

• · ITSM ticketing tools such as Remedy, Client Service Center, client Service Center

• · Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

• · MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

• · Internet browsers (e.g. Explorer, Chrome, Firefox),

• · VPN and remote dial-in users

• · Support for laptop, desktops, and printers

• · PDA and blackberry support

• · Apple Ipad Device support

• · Others: Adobe Acrobat and other common desktop applications like Winzip, etc

• Soft Skills

• · Excellent communication and conversation skills (Verbal and Written)

• · Good documentation skills [B2 LEVEL]

• · Should have a great customer handling skills

• · Able to handle unforeseen situations

• · High level of acceptance

• · Can drive Client's value and its methodology

• · Willing to work on ratating 24X7X365 shifts - No travel

• Other Skills / Experience

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.

• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.

• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

• Ability to learn new information quickly and the willingness to do so at all times.

• Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.

• Customer Focus

• Teamwork

• Technical Expertise

• Interpersonal Effectiveness

• Concern for Order and Quality

• Years of Experience

• Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)

• Relavant : 2 - 3+ years of help desk/desk side, customer service, and support experience with problem solving involving hardware,

• Certification requirements

• Preferred MCP/MSCE/MSCA or HDI CSS

• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

• Education requirements

• Two year associates degree in related field

• Job type: Right to Hire Division: eTeam Workforce Limited - Germany Reference: 19-01383