Onsite Support

OneAPPS GmbH (www.oneapps.com) is a Technology consulting firm based out of Germany and offices across Europe. We are working on various projects involving diverse, multicultural teams with clients across the Europe. We are an invaluable partner and our teams have collaborated to support the growth of our clients. With more than 7 locations worldwide we help our clients to deliver their projects smoothly. We look forward to getting to know you and working with you.

Role: Onsite Support

Work Location: Germany: Berlin/Mannheim/Salzbergen/Kassel

Job Description:

This role provides Client PC Break/Fix Support focusing on customer service & prompt incident ticket resolution. Working as part of a team as Specialized Onsite Support technician while being the direct liaison with end users to troubleshoot & resolve their open IT issues.

Responsibilities-

Act as IT concierge service to provide end users skilled troubleshooting for all their open IT issues.

Focal point for customer interaction and support for all local IT issues including client, mobility, wireless/LAN, AV conference room, Network Printers and physical connectivity.

Maintain/resolve all open incidents/tasks within ticket queue in a timely manner.

Partner with Digital Workplace Solutions Premium Experience Team on new technology introduction projects to ensure the campus is prepared to deploy and support the new solutions.

Onsite hands and eyes support for other IT teams like Network and Server Teams

Ensure all business policies and standards related to client services and IT security and compliance are being met.

Deliver a customer service approach for IT support issues for Businesses and on-site clients, using any available tools and resources.

Analyze and resolve complex hardware and software issues.

Be a resource and guidance for customers with regards to Digital Workplace Solutions

Establish working relationships with customers.

Identify and resolve problems, applying knowledge in complex, difficult or stressful situations.

Communicate, orally and in writing, technical information to audiences at all levels of the organization.

Be a participative member of various teams.

Perform all other duties as specified by leadership team

Onsite Support Skill Set

PC Lifecycle

PC lifecycle activities focused on office, shop floor and engineering users

Installation, Move, Add, Change

Post imaging pc setup support-

Installation of local site applications and configuration of machine to ensure it is ready to be deployed

Data Transfer

Assist end users with data transfer activities during PC change activities

Client connectivity and configuration support

Network

Print / Scan / Fax

Software Support

Resources may be requested by Company to perform tasks including:

OS troubleshooting and reloading of core load images (may include data transfer).

Software support for Company core image and additional approved software identified.

• Including local site applications and core manufacturing / engineering applications

Support desktop configuration, software installs and removals, de-installs, driver updates, and virus remediation.

Network Physical Support and Assistance

“Hands and eyes” support as requested to perform physical tasks such as software upgrades, physical swaps and reboots under guidance

“Hands and eyes” network assistance during Standard Business Hours.

Physical Server Support

“Hands and eyes” server support during normal business hours.

Audio Visual

Assist with resolution of connectivity problems for end users.

Provide “hands and eyes” assistance with audio-visual equipment located in offices, meeting rooms and training facilities.

Provide "hands and eyes" for other Company providers as necessary to perform physical tasks such as software upgrades, physical swaps and reboots under their guidance.

Assist with PC connectivity and configuration of audio-visual equipment, troubleshooting and testing the equipment and configuration settings, as directed by Company or its designated service providers.

Minor maintenance including bulb replacement.

Fax Machines

“Hands and eyes” assistance with hardware repairs as directed by Company or its authorized service providers.

Printers

Assist with printer troubleshooting and resolution of such basic issues as:

Paper Jams

Toner replacement

Basic configuration issues

Assist Company’s facilities team and Company designated service providers to provide printer maintenance.

Conference Room

Assist Company’s facilities team and external vendors as directed by Company to provide conference room maintenance, including PCs, phones, and audio-visual equipment.

Operational Technology Support (if applicable)

Provide assistance with technology equipment used in manufacturing environments

including, but not limited to:

Non-standard PCs

PCs connected to manufacturing equipment

Thin clients

Legacy operating systems

Barcode readers

Desktop, label, barcode printers

Site NAS

“Hands and eyes” for Company Network Accessible Storage equipment for configuration or equipment replacement or repair as directed by Company

Site Disaster Prep and Recovery

Assist Sites in preparing their IT infrastructure for impending natural disasters, for example, back up data, shut down equipment per provided policies.

Telephony

Identify and rectify connectivity problems for existing users, including issues that arise during Company’s IMAC activities

Identify and rectify telephony service delivery issues, both configuration and hardware related, engaging third party maintenance providers and Company staff as reasonably required and approved by Company.

If this role sounds like you, we invite you to apply. Thanks.

Due to work permit restrictions, we can only consider applications from UK, EU citizens as well as current work-permit holders for France.