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IT Knowledge Engineer - Würselen, Deutschland - AVASO Technology Solutions
Beschreibung
AVASO Technology Solutions is currently seeking a Desktop Engineer with a passion for the IT area.As an AVASO employee, you will be part of a global organization that provides IT Services to big national as well as international clients across multiple industries.
We are an IT solution provider with coverage in more than 170 countries as well as global distribution capabilities.
We have a proven track record of success in providing best-of-breed technology solutions to enterprises of all sizes, including some of the world's largest brands.
AVASO offers you an excellent growth opportunity with a strong global company and good money.Website:
Language Requirements:
~ The Candidate must be fluent in the German Language (Native German Preferred)
Position:
IT Support Engineer Level 2
Location:
Würselen, Germany
Position type:
Full-time contract
Role Type - Onsite
Key Responsibilities:
The candidate will provide IT field support including, but not limited to, troubleshooting hardware, software, and operating system issues, as well as printers, fax machines, telephony devices, and peripherals, and fixing them without violating the hardware warranty or customer security compliance requirements.
Installation and troubleshooting of typical business software/applications like Adobe, and internet browsers.Installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive).
Configuration & troubleshooting of Apple mobile devices.
Printer and VOIP phone configuration & troubleshooting.
Conference room A/V equipment assistance & troubleshooting.
Assisting basic onsite activities involving racks, patch panels, routers, firewalls, switches, servers, and other enterprise-level hardware while under instruction from remote teams.
Operating system deployment via PXE / USB ISO / Microsoft Configuration Manager.Take ownership of incidents and service requests (SRQs) raised by users in the ticket management system.
Ensure all Incidents and SRQs are addressed within stipulated SLA timelines and work is completed satisfactorily to avoid ticket reopening.
Reviewing and maintaining KB articles.Mentoring & training L1 resources.
Provide VIP support for Deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is unavailable like for MI calls.
Contribution towards automation & service improvements.Desired Skills & Experience :
~ Should have good expertise in EUC tools, remote support tools, MS Office and Outlook.
~ Preferable to have a good understanding of VPN and mobile device support.
~ ITIL process of Incident, Change, Problem, Service Request, and related activities such as spare and buffer stock management.
~ Knowledge and experience with ticketing tools (ServiceNow / Remedy etc.).
~ Knowledge and experience in Service requests, incidents, problem management, and change processes.
~ Optional:
knowledge of AD and smart hands and feet support.
~ Optional:
knowledge and experience of supporting tablets.
~ Optional:
Ability to lift/move computer equipment weighing up to 20kg.
