Job Summary
The Deskside Support Agent is responsible for providing onsite and remote technical support to end users, ensuring the smooth operation of workplace IT services. The role requires strong Hungarian and English communication skills to support users with hardware, software, mobility, and workplace technology incidents while delivering a high level of customer satisfaction.
Key Responsibilities
End User Support
Provide onsite and remote IT support to Hungarian-speaking and English-speaking users.
Diagnose and resolve hardware, software, operating system, and peripheral-related issues.
Support laptops, desktops, monitors, printers, docking stations, mobile devices, and collaboration tools.
Perform break-fix activities and coordinate vendor repairs when required.
Install, configure, and maintain end-user computing devices.
Incident and Request Management
Manage incidents and service requests through the ITSM platform.
Ensure timely resolution of tickets in accordance with agreed SLAs.
Escalate unresolved issues to appropriate resolver groups and track them through closure.
Provide regular updates to end users on ticket status and resolution progress.
Workplace Technology Support
Support Microsoft 365 applications, Teams, Outlook, and collaboration platforms.
Assist users with VPN, network connectivity, authentication, and access-related issues.
Support meeting room technologies, video conferencing equipment, and audiovisual systems.
Coordinate workstation setups, relocations, and new-user deployments.
Asset and Lifecycle Management
Maintain IT asset inventory and stock records.
Perform device imaging, provisioning, deployment, refresh, and retirement activities.
Support onboarding, offboarding, and employee relocation activities.
Ensure asset management processes comply with organizational policies.
Customer Service
Deliver high-quality customer support and maintain positive user relationships.
Communicate technical information clearly to non-technical users.
Contribute to knowledge base creation and continuous service improvement initiatives.
Skill Requirements
Language Requirements
Hungarian: C1/C2 proficiency (Mandatory)
English: C1/C2 proficiency (Mandatory)
Technical Skills
Strong knowledge of:
Windows 10/11
Microsoft 365 Suite
Active Directory
Azure AD / Entra ID
VPN and remote connectivity solutions
Mobile device support (iOS and Android)
Hardware troubleshooting and replacement
Printer and peripheral support
Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management.
Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi).
Soft Skills
Excellent customer service and communication skills.
Strong troubleshooting and analytical abilities.
Ability to work independently and prioritize workload effectively.
Strong attention to detail and documentation skills.
Ability to work in a multinational and multicultural environment.
Other Requirements
2-5 years of experience in Deskside Support, Desktop Support, EUC Support, or IT Service Delivery.
Experience supporting enterprise IT environments and end-user computing services.
Willingness to work in rotational shifts if required.
Availability for occasional after-hours support during critical incidents, device rollouts, or office moves.