Job Summary

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users.
• Resolve or Route incidents and requests to appropriate teams
  Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
• Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
• Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
• Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus)
• Willing to work in different shifts and national holidays as required by Operations.

Key Responsibilities

• Windows Operating systems
• Clients: Windows8, Windows7, Windows 10, Windows 11
• Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance
• MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook
• Internet browsers (e.g. Edge, Explorer, Chrome, Firefox)
• Anti-virus and firewall software
• PC Hardware knowledge
  o Desktop
  o Laptop
  o Peripheral devices (printers, scanners)
• Mobile devices and OS (iOS/Android/Windows)

Skill Requirements

Fluent in Respective language English and German both (B2 level and above)

Other Requirements