Hands and Feet Support - Duesseldorf, Deutschland - Manning Global

Manning Global
Manning Global
Geprüftes Unternehmen
Duesseldorf, Deutschland

vor 4 Wochen

Lena Wagner

Geschrieben von:

Lena Wagner

beBee Recruiter
Beschreibung
Our client, a leading global IT service provider, is recruiting for
Hands
and Feet Support
to join their business in
Europe .


Position Title:


Hands and Feet Support

Position Type:


  • FTE or Perm
    Start Date:
  • ASAP
    Location:
  • Europe different locations
    Contact:
  • Davor Molnar |
    Responsibilities:
  • Experience in relevant versions of MacOS, Windows, iOS and Citrix environments and-
  • Respond to user requests for service; troubleshoot incidents and problems, develop solutions;
  • make minor repairs to equipment and arrange for other service needs as appropriate
  • Able to troubleshoot hardware/software issues with laptops and tablets
  • Knowledge of AD, AAD & Windows 10,11
  • Inventory Management
  • Deskside and white glove support experience
  • Knowledge of Intune would be a big plus.
  • Manage the day-to-day incidents and service requests resolving them promptly utilizing the
  • ITSM tool of record-
  • approved, as needed, software
  • Perform basic PC, network, and mobility troubleshooting
  • Support with creating, editing, and maintaining user accounts, permissions, and passwords in
  • Office365/Azure.
  • Ability to work with Service Delivery and L3 Senior Engineers to solve the incident/request and
  • interpret complex solutions and fixes.
  • Ability to identify problems and proactively suggest ways to improve processes as applicable
  • Contribute to Knowledge Base content in line with writing styles and content guidelines
  • Create / Maintain / appropriate User Guides and publish updates as needed
  • Hands on with Authentication protocols, AzureAD, AD, MDM solutions (like Intune), Ticket
  • registration system, Printers, Scanners, Remote controlling tools, UC tooling/environments, PC,
  • Mac and mobile.-
  • Basic understanding of infrastructure, network, and data security components.
  • Additional focus on "Digital" sales infrastructure, Master data, SAP processes and seasonal
  • driven aspects of the domain.
  • Additional focus on "OMNI" retail infrastructure, retail traffic / data components, transaction
  • processes and RFID
  • Provide support for client end user devices such as laptops, Desktops, and peripherals (Dell, HP,
  • IBM, Lenovo, Apple), Mac & iOS devices (iPhone/iPad), Printers, Plotters, Digital Signage,
  • Cameras, Video Conferencing equipment's etc.-
  • etc.
  • Raise ticket with OEM vendor in case of system under warranty and needs spare replacement
  • and replace units which are classified under customer replaceable unit
  • Support new joiner's system installation and configuration classified under IMACD
  • Perform all work efforts required for IMACs such as those included for installation and
  • redeployment
  • Act as a single point of contact for IMACD requests
  • Authenticate each Service Request using agreed-upon authentication processes, including
  • required
  • Ensure all Service Requests for IMACs are in accordance with established procedures
  • Contact the end-user and schedule an agreed time for the Service Request to take place
  • Confirm Service Levels for end-users requesting service-
  • Document the IMACD in the ITSM tool and route a Ticket to the team performing the work
  • Verify the IMACD occurred on schedule and contact end users to confirm their satisfaction
  • Reschedule the IMACD, when necessary
  • Resolve IMACD scheduling issues and escalate when required
  • Follow the steps mentioned in the request raised and act according to the request
  • This
  • request could contain multiple activities of data wipe, OS installation, hardware spare
  • replacement etc.
  • Onsite Support Service Partner would update the Asset management tool if any hardware
  • allocated or de-allocated
  • Mentor new technicians
  • Provide priority support to identified users (VIP Support)
  • Perform proactive health checks on weekly basis of VIP devices
  • Weekly visits to be held by
  • Field Service engineers to ensure that VIP devices are functioning as per requirements
  • End-user desktop, laptops, office IT with smart hand support for network and servers.
  • Installation support for various software on end-user systems and servers when required.
  • New users onboarding preparing IT assets and tools.
  • Offboarding support, collecting IT assets and sanitizing IT assets and keeping in stock.
  • Executive / VIP support.
  • Coordination and remote hand support to backend team for Network & server smart hand
  • support.
  • IP phone, Video conference support, Level 1 Multifunction Printers support.
  • Configuring, deploying, and troubleshooting enterprise and personal desktop and laptop-
  • Supporting midrange servers.
  • Supporting network devices such as switches, routers, Wireless Aps with the help of the
  • backend team.
  • Handling tickets on ServiceNow or a similar ticketing system.
  • Troubleshooting VPN.
  • Application-support with Microsoft Office (Outlook, Word, Excel, and PowerPoint) and
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