Hands and Feet Support

vor 2 Monaten


Duesseldorf, Deutschland Manning Global Vollzeit

Our client, a leading global IT service provider, is recruiting for ** Hands ** ** and Feet Support**
to join their business in ** Europe **.

**Position Title**:
**Hands and Feet Support**

**Position Type**:

- FTE or Perm**Start Date**:

- ASAP**Location**:

- Europe - different locations**Contact**:

- Davor Molnar | +49 (0) 89 23 88 98 63**Responsibilities**:
- Experience in relevant versions of MacOS, Windows, iOS and Citrix environments and-
- Respond to user requests for service; troubleshoot incidents and problems, develop solutions;- make minor repairs to equipment and arrange for other service needs as appropriate- Able to troubleshoot hardware/software issues with laptops and tablets- Knowledge of AD, AAD & Windows 10,11- Inventory Management- Deskside and white glove support experience- Knowledge of Intune would be a big plus.- Manage the day-to-day incidents and service requests resolving them promptly utilizing the- ITSM tool of record-
- approved, as needed, software- Perform basic PC, network, and mobility troubleshooting- Support with creating, editing, and maintaining user accounts, permissions, and passwords in- Office365/Azure.- Ability to work with Service Delivery and L3 Senior Engineers to solve the incident/request and- interpret complex solutions and fixes.- Ability to identify problems and proactively suggest ways to improve processes as applicable- Contribute to Knowledge Base content in line with writing styles and content guidelines- Create / Maintain / appropriate User Guides and publish updates as needed- Hands on with Authentication protocols, AzureAD, AD, MDM solutions (like Intune), Ticket- registration system, Printers, Scanners, Remote controlling tools, UC tooling/environments, PC,- Mac and mobile.-
- Basic understanding of infrastructure, network, and data security components.- Additional focus on "Digital" sales infrastructure, Master data, SAP processes and seasonal- driven aspects of the domain.- Additional focus on "OMNI" retail infrastructure, retail traffic / data components, transaction- processes and RFID- Provide support for client end user devices such as laptops, Desktops, and peripherals (Dell, HP,- IBM, Lenovo, Apple), Mac & iOS devices (iPhone/iPad), Printers, Plotters, Digital Signage,- Cameras, Video Conferencing equipment’s etc.-
- etc.- Raise ticket with OEM vendor in case of system under warranty and needs spare replacement- and replace units which are classified under customer replaceable unit- Support new joiner’s system installation and configuration classified under IMACD- Perform all work efforts required for IMACs such as those included for installation and- redeployment- Act as a single point of contact for IMACD requests- Authenticate each Service Request using agreed-upon authentication processes, including- required- Ensure all Service Requests for IMACs are in accordance with established procedures- Contact the end-user and schedule an agreed time for the Service Request to take place- Confirm Service Levels for end-users requesting service-
- Document the IMACD in the ITSM tool and route a Ticket to the team performing the work- Verify the IMACD occurred on schedule and contact end users to confirm their satisfaction- Reschedule the IMACD, when necessary- Resolve IMACD scheduling issues and escalate when required- Follow the steps mentioned in the request raised and act according to the request - This- request could contain multiple activities of data wipe, OS installation, hardware spare- replacement etc.- Onsite Support Service Partner would update the Asset management tool if any hardware- allocated or de-allocated- Mentor new technicians- Provide priority support to identified users (VIP Support)- Perform proactive health checks on weekly basis of VIP devices - Weekly visits to be held by- Field Service engineers to ensure that VIP devices are functioning as per requirements- End-user desktop, laptops, office IT with smart hand support for network and servers.- Installation support for various software on end-user systems and servers when required.- New users onboarding preparing IT assets and tools.- Offboarding support, collecting IT assets and sanitizing IT assets and keeping in stock.- Executive / VIP support.- Coordination and remote hand support to backend team for Network & server smart hand- support.- IP phone, Video conference support, Level 1 Multifunction Printers support.- Configuring, deploying, and troubleshooting enterprise and personal desktop and laptop-
- Supporting midrange servers.- Supporting network devices such as switches, routers, Wireless Aps with the help of the- backend team.- Handling tickets on ServiceNow or a similar ticketing system.- Troubleshooting VPN.- Application-support with Microsoft Office (Outlook, Word, Excel, and PowerPoint) and



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