L2 Desktop Support Engineer

vor 4 Wochen

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. Our team is at the heart of our business, and we are proud of each and every one of them. They are exceptional, and we are looking for more exceptional people to join us.

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.

Behavioural Skills Required:

Must have very good customer-facing skills and be well presented. Must have an assertive, confident, positive, and professional manner. Ability to engage and communicate effectively with colleagues and customers alike. Demonstrates independent and proactive thinking. Highly organized with the ability to adapt to different working environments seamlessly.

Technical Skills Required:

  • Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool.
  • 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 the 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.

Experience & Qualifications:

  • Minimum 3-5 years' experience in 1st and 2nd level Support, at least 3+ years at level 2.

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