L2 Desktop Support Specialist

vor 4 Wochen

Köln, Nordrhein-Westfalen, Deutschland Allied Worldwide Vollzeit
About Allied Worldwide

We are a global provider of IT resources, IT managed services, and flexible, ad-hoc IT resource and project support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries.

Job Summary

We are seeking a highly skilled L2 Desktop Support Engineer to join our team. As a key member of our support team, you will provide 2nd line onsite desktop and application support services to end users, troubleshoot and resolve incidents relating to desktop operating systems and mobile devices, and repair hardware and peripheral faults in conjunction with warranty providers.

Key Responsibilities
  • Provide 2nd line onsite desktop and application support services to end users
  • Troubleshoot and resolve incidents relating to desktop operating systems and mobile devices
  • Repair hardware and peripheral faults in conjunction with warranty providers
  • Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction while achieving contractual SLAs
  • Operate cohesively with the service desk team to maintain service levels
  • Escalate all critical and high priority incidents to line and senior management
  • Report recurring incidents to problem analyst teams and line management
  • Proactively contribute to service improvement initiatives
  • Provide technical expertise and assistance on project assignments
Requirements
  • Minimum 3-5 years' experience in 1st and 2nd level support, at least 3+ years at level 2
  • Excellent all-round knowledge of Windows desktop operating systems, with recent support experience in Windows 7 and 10
  • Excellent support experience with mobile devices, e.g. tablets and smartphones running iOS and Android OS
  • Working knowledge of current and legacy hardware platforms
  • Strong background in supporting latest Microsoft Office suite on Windows and Mac platforms with recent support
  • Good knowledge of TCP/IP and network configuration at a desktop OS level
  • Enterprise level support of Active Directory and Exchange for troubleshooting, configuration, and administration activities
  • Previous experience in the creation of technical support documentation
  • Enterprise support of Microsoft Office 365, desktop, and admin
  • Knowledge of service management processes, e.g. ITIL
  • Previous experience working in a managed service environment working to defined scope and with strict SLAs
  • Exposure to infrastructure technologies - server, networks, etc.
  • Working knowledge of Mac OSx, latest Windows OS (preferably A+, MCP, or MCSE qualified) and related Office applications
  • Basic knowledge of LAN/WAN, TCP/IP protocol, Citrix, routers, and switches
  • Basic experience of support/administration of Windows servers
  • Basic experience with Windows Server and associated architecture/services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS)
  • Installation, configuration, and troubleshooting of hardware and software
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced L2 Desktop Support Engineer looking for a new challenge, please submit your application.

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