L2 Desktop Support Engineer

About us

We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. Over the last 33 years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents.

Our clients and our talented people have always guided our basic strategy and direction; so much so, that we named the company after our most basic principles. We are, and always will be, allied to our client's needs and objectives. Our team is at the heart of our business, and we are proud of every one of them. They are exceptional, and we are looking for more exceptional people to join us.

Job Specification:

• Role: L2 Desktop Support Engineer (German Speaker)
• Languages expected: English & German or Swiss German language
• Job duration: full-time

Key duties and responsibilities

• To provide technical support together with the Global technical support team on all IT systems utilised by company staff and Client contractors.
• To assist in the implementation of the IT strategy.
• First-level IT Support.
• Deliver IT Service and Support corresponding to the Global Support Team Service Level Objectives and KPI reporting as agreed upon with IT Management and the business teams.
• Provide first-level end-user support on Client-defined Hardware and Software, troubleshoot in coordination with Client 2nd Level support or 3rd party support.
• Tracking of technical support cases within the provided Service Management application and ensuring adequate ticket classification and timely ticket fulfilment.
• Identify and ensure that interim IT solutions are provided so that the business continues to operate efficiently, even if technical issues are encountered with standard processes.
• Maintain a consistent Configuration Management Database (CMDB)
• Compliance with corporate and regulatory audit best practices (Solvency II), including maintenance of up-to-date documentation of IT Support/Account management processes and procedures and system support documentation.
• Support and participate in global IT projects as defined by the project team, including testing, user acceptance testing, and provide regular updates on the status of projects.
• Perform Hardware relocation requests, including cabling, desktop/laptop computers, monitors, telephone hardware, video conferencing systems, and other IT-related equipment.
• Provide support for the Video Conferencing system, from the end user booking process to ongoing Video Conferences. Participate in preparing and testing of Video Conferences.
• Organise and provide training of Client Users on new systems.
• Contribute and represent the Technical Support team on Client internal social media platforms.
• Coordinate and execute the IT Account Management tasks (New employees/Client contractors, access right modifications, departures, etc.)

Experience:

• All aspects of technical support service delivery.
• 5 yrs of IT knowledge and troubleshooting skills.
• 5 yrs working in on-site level1/2 technical support role

Personal Competencies:

• Essential: Service-oriented IT Support skills, including working upper Management level. Understands the customer needs and offers solutions in line with the Client company guidelines.
• Takes ownership of all kinds of IT Service requests, such as incidents/requests/changes/problems
• Appropriate communication skills to the management, colleagues, and end users.
• Global Team player.
• Is willing to work off-hours if required by the support case.
• Lifelong learner.

Digital Competencies:

• Essential: Good understanding of IT systems and business process flows.
• Strong competency in computer systems in a Microsoft (Current Windows Operating systems and Office applications, Windows management tools) based environment including basic skills in back-office administration systems.
• Experience with ITSM tool ServiceNow preferred.
• Strong competency with market-leading mobile communication devices.
• Experience in design and specification of IT systems or process flows

Language:

• Good German proficiency (C1) and English (C1)