Deskside Support L2

Job Summary:
The Deskside Support Technician, Level 2 will provide comprehensive technical support services to the client’s campus based customers.

Work location: Client facility Mon/Kiel (100% onsite presence)

Work hours: 8AM to 5PM

Travel requirement: if required

Language: Primary - German, Secondary - English (speaking/writing and communicating with business stakeholders)

Principal Responsibilities:
The scope of duties for the resource would spread across 2 areas:
1. GxP systems supports (OT & Labs)

2. Hands-on IT Support for Mon/Kiel based users and remote support for other Germany based users.

Task list is below:

- Support of software associated to GxP devices in in Lab and OT systemValidation of software related to OT systems and instrument controllers
- Basic understanding and troubleshooting of end user devices
- Smart Hands support for server/network infrastructure
- Assess reported issues and work directly with site contacts for escalation and timely issue resolution
- Effectively communicate with designed client supervisor
- Follow established processes as defined by Client
- Perform break/fix and/or IMAC (Install, Move, Add, Change)-related tasks as assigned
- Liaise with third-party vendors for any hardware and OEM support required
- Create and submit detailed logs documenting interactions to be inclusive of accuracy,
- thoroughness, and timeliness

Other Roles and Responsibilities:

- Provide comprehensive technical support services to the Client’s internal customers and service providers.
- Assess reported issues and work directly with Client’s service providers for escalation and timely issue resolution.
- Effectively communicate with Deskside Supervisor regarding asset management and break/fix processes.
- Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or processes. Provide setup and support services for conference rooms.
- Follow established Asset Management processes
- Report any potential problem cases to the Deskside Manager. (Build a “proactive” environment)
- Perform IMAC-related tasks as assigned.
- Effectively consult with the Deskside Manager on any cases where high-level technical support is needed.
- Replicate and resolve customer incidents in the software & hardware environment.
- Escalate issues to the Deskside Manager where Client Home Office personnel are required for resolution.
- Self-monitoring of Help Desk tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA’s Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
- Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness.
- Perform customer support related tasks and special projects as assigned by management.
- Liaise as necessary interdepartmentally to seek resolutions to all issues reported.

Job Requirements

**Skills**:

- Good/Excellent Verbal and Written English Communication Skills
- Excellent teamwork skills
- Dedication to customer service Installation and configuration - Desktop / laptop/ Printer/ Server/ Networks etc.
- Substantial experience in Notebooks and Printers management
- Supporting Windows core technologies
- Collaboration experience including remote control of PCs and video conferencing knowledge
- Deliverables to include ensuring the proper levels of run and maintain support
- Strong Microsoft Office skills (Outlook, Word, and Excel)
- Thorough understanding of Outlook's calendaring tool
- Microsoft Office Suite, Windows Operating Systems, VPN client software (Cisco Anyconnect, Symantec VIP Access for Mobile Devices), Remote Desktop tools (Bomgar)
- Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
- Ability to work under a heavy stress environment.
- Ability to interact with vendors and suppliers to provide problem resolution in a timely manner.
- Proficiency with LAN/WAN troubleshooting
- Ability to perform root cause analysis and determine appropriate course of action based on result
- Background security check is mandatory

Education
- BA or Vocational school degree preferred or equivalent work experience
- A+ Certification (Must be attained within three months of employment)
- Microsoft Certified Professional certification a plus
- ITILV3/V4 foundation certification is a plus

Experience
- Minimum and current of 36 months of Desktop support experience

Working Relationships
- Maintain inter-department relationships to resolve client issues
- Effectively communicate with extended service providers and IT infrastructure groups
- Develop communication and working relationship with Manager

Competencies
- Adaptability
- Analysis
- Customer Service Orientation
- Functional Job Knowledge
- Initiative
- Judgment/Decisiveness
- Managing Stress
- Nego