Job Description

Total IT Global, a leading provider of IT infrastructure services, is currently looking for a Desktop Support Engineer (on-site) for Celle, Lower Saxony, Germany. Below you will find the job description, as well as the details of the company for reference.

ROLES & RESPONSIBILITIES:

Desktop Technician provides daily local/remote desktop support, taking incoming calls, answering questions, fixing bugs, and documenting steps taken to solve challenges with hardware, software, and application issues in a ticketing system. The candidate must also facilitate the customer solution for calls and involve their supervisors and managers to ensure operational consistency across all shifts within the IT support center. Desktop Support provides break fix, fault diagnosis and troubleshooting. Provide fault analysis for the customer’s various core operating systems and platforms, as well as provide support and application of the desktop fault resolution for the approved application suite.

Requirements:
– Required technical knowledge – ticketing systems – ServiceNow / ITSM / CA, PC building with SCCM, Active Directory, GP update, re-imaging of laptops, BitLocker, network printer, BIOS, operating systems, network, installations and troubleshooting.

– FEATURES INCLUDE: Windows 7-10, Microsoft Active Directory, MS Office 365, PC hardware installation and troubleshooting, enterprise antivirus solutions, help desk ticketing systems.

– Excellent communication skills, relationship building and internal customer service.

– Provide first-level contact and problem solving for customer issues.

– Work with third-party vendors to troubleshoot complex AV issues as needed.

– Provide timely communication about the status and resolution of issues.

– Maintain ticket updates for all reported incidents.

– Install, update, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.

– Should have basic knowledge of Mac operating system to support Apple PC users.

– Install, upgrade, support, and troubleshoot printers and computer hardware.

– Performs general preventative maintenance tasks on computers, laptops, and printers.

– Performs repairs to desktops, laptops, printers, and other authorized peripherals.

– Use diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware/software.

– Broad experience in IT with a basic understanding of networks, servers, audio/video, smart devices and telecommunications.

– This position requires the ability to work in a project-based environment that requires flexibility and teamwork. Performs other tasks as assigned.

– Provide support for printers that are not connected to the network.