IT Desktop Support Technician (m/w/d) - limited contract of 12 months
As an IT Desktop Support Technician, your main role involves providing ON-SITE technical assistance and support to end-users for hardware, software, and networking issues they encounter on their desktop computers or laptops. This role is crucial in maintaining a smoothly functioning IT environment within an organization. Here are the responsibilities and qualifications:
Main Responsibilities
* Serve as the first point of contact for customers seeking technical assistance over the phone or email (providing on-site and remote support)
* Workstations, Office365 Admin and Windows OS support
* Experience with Anti-Virus software and troubleshooting
* Identify and suggest possible improvements on procedures.
* Manage user AD accounts New Starters, Leavers and access rights in IT systems.
* Perform daily system operations according to specified procedures.
* Monitoring and backup of critical systems and services.
* Knowledge of LAN connection and wireless technologies
* New installation and building new computers.
* Support mobile connections to the company's IT systems.
* Participate in IT-related projects.
* Continuously follow and evaluate new technical solutions in the IT field.
* Research and identify solutions to software and hardware issues.
* Diagnose and troubleshoot technical issues, including account setup and network configuration.
* Track issues through to resolution, within agreed time limits
* Properly elevate unresolved issues to appropriate internal teams
* Provide prompt and accurate feedback to customers.
* Prioritize and manage several open issues at one time.
* Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
* Document technical knowledge in the form of notes and manuals
* Train users on basic hardware and software usage, and provide guidance for best practices in IT security and data management.
* Provide remote support to users via phone, messaging and remote connection.
* Security Management: Assist in implementing and enforcing IT security policies, including malware protection, data encryption, and user access controls.
* System Upgrades: Assist in the planning and execution of hardware and software upgrades, ensuring minimal disruption to user productivity.
* Collaboration: Work closely with third-parties, other IT teams, such as network administrators, system administrators, and help desk teams, to resolve complex issues and contribute to larger IT projects.
* Any other IT duties deemed necessary.
Qualifications and Experience
* 2-4 years’ experience working in an IT Support environment in English Language
* Strong IT knowledge, especially knowledge of Active Directory, Office 365 portal, Azure Cloud services, Networks, Citrix, and IT related hardware.
* Microsoft certification and ITIL, a plus
* Ensure all issues are properly logged (experience with ServiceNow or similar tool)
* Proficiency in English/German (French an asset)
* Proven experience as a help desk technhician or other customer support role
* Good understanding of computer systems, mobile devices, and other tech products
* Must be able to work independently and as part of a team.
* Good analytical and problem solving skills.
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