IT Service Engineer(m/w/x)

Beschreibung

In this role, you will be the go-to person for EMEA users, managing hardware activities and providing top-notch support, especially for C-level staff. Your day will involve troubleshooting issues, logging tickets, and ensuring smooth operations through effective communication and collaboration.

Anforderungen

• •Proven work experience as IT Helpdesk / IT Support Engineer
• •Strong asset management skills
• •Solid O365 / Google Workspace technical support experience
• •Windows & MacOS technical support experience
• •Experience resolving AV/ conference room issues
• •Networking foundations are a big plus
• •Experience providing support to C-level executives
• •Knowledge of the ITIL reference model
• •Proficiency in English and German, both written and spoken
• •Team player, caring for the team’s success
• •Willingness to learn and proactively explore new things
• •Good problem-solving, priority-setting, and collaboration skills

Aufgaben

• •Manage EUC corporate hardware activities for EMEA users
• •Coordinate hardware returns, shipments, and replacements
• •Provide Major Incident Management Support for EMEA CET time zone
• •Enhance customer support services for C-level staff
• •Serve as the first point of contact for technical assistance
• •Log tickets in Jira SD for customer inquiries
• •Perform remote troubleshooting using diagnostic techniques
• •Guide customers through the problem-solving process
• •Communicate clearly and provide regular updates on progress
• •Direct unresolved issues to appropriate support personnel
• •Provide accurate information on IT products and services
• •Record activities in Jira SD according to established processes
• •Manage ticket queue, including triaging and prioritization
• •Follow up on open cases and escalate to management as needed
• •Identify and suggest improvements to procedures
• •Contribute to ongoing documentation efforts and knowledge base articles
• •Assist other teams as needed, including Network and Engineering

Tools & Technologien