Technical Support Specialist

Job Description
:

German Language: B2 or above

Technical Support
: Provide onsite and remote assistance to identify and resolve

issues with Windows, Mac OSX, Linux, iOS, and Android platforms. This includes

troubleshooting hardware and software issues, resolving connectivity problems, and

assisting with system configurations. This also includes coordination with the OEM

vendor for warranty laptop/ desktops.

Cross-Platform Compatibility:
Ensuring compatibility and seamless integration

between MAC and Windows systems, applications, and services to facilitate efficient

workflow and collaboration among users.

User Training and Education
: Conducting user training sessions and creating

educational resources to enhance users proficiency with MAC and Windows systems,

applications, and productivity tools. This helps users leverage technology effectively and

reduce reliance on IT support for common tasks.

System Administration:
Managing and maintaining MAC and Windows systems,

including performing software installations, updates, and configurations. This ensures

that systems are up-to-date, secure, and optimized for performance.

Asset Management:
Tracking and managing hardware and software assets, including

inventory management, license compliance, and asset lifecycle management for both

MAC and Windows devices and applications.

Site Support:
Rack, network, power, and support for servers, switches, APs, UPS units

and other equipment as needed and with support of the global IT specialist teams.

Print Support: Partner with MFP providers and EPE / client engineering to support site

print service

Telecom Support:
The vendor resource will partner with EPE / telecom engineering to

support end users communications service (aka TEAMs) and meeting room

communication infrastructure.

Hardware procurement:
Purchasing new hardware and ensuring that it meets the

organization's needs and budget according to the forecast.

Proactive Tech Refresh:
Forecast of tech refresh count and socialize leadership, must monitor the performance of hardware and recommend upgrades as necessary to ensure that it meets the organization's evolving needs.

User Onboarding:
Facilitating the smooth onboarding of new employees by setting up

their Mac or Windows workstations as per established process . Proactively

monitor the New Hire list for next week and plan readiness, Raise Shipping Requests

for remote locations.

User Offboarding/Terminations:
Follow up with Terms user and collect the Equipment.

Provide Equipment Return instructions to Term users. Wipe-out of repurposed assets

(Only Eligible assets), System Processing (Drive removal), Collaborate with the vendor

for quarterly asset disposal.

Asset Reconciliation:
Perform Monthly Asset verification (Cycle Count) and Extraction

of assets from various tools Based on established procedure

Incident Management:
Responding to and resolving IT incidents reported by end

users, as per established processes

Application Support:
Should have knowledge or willingness to be trained on

responding to issues related to Enterprise and Business Application such as but not

limited to JIRA, Confluence, Service Now, Multi Factor Authentication Portal, Azure

Active Directory, Active Directory, Microsoft Exchange (Hybrid), Understanding of the

Cloud Applications Vs. On Prem, Office – 365 apps.

Networking
: Should have knowledge or willingness to be trained on understanding of

basic Networking concepts like IP address validation, Assigning Static IP to Devices,

Setting up Remote Desktop Systems.

Desktop Support – Should have knowledge or willingness to be trained on Part

Replacements, GPU installations, Providing guidance on Non-Standard IT devices.

Continuous Improvement:
Continuously evaluating and improving IT services and processes, based on user feedback and industry best practices.

Webcast/ AV Support Team

Run corporate webcasts and provide support for UC technologies such as Webex,

Microsoft Teams, and Cisco video conferencing.

Provide support to UC engineers for Telecom projects, perform statistical analysis,

analyse datasets, and generate reports.

Organization

Planning, executing, tracking multiple meetings.

Ability to keep up to date on virtual event technology.

Liaison between facilities, Booking team.

Coordinating (Webcast production)

Scheduling, booking, planning event, conduct dry-runs, pre-production and post- production.

Attend meetings with stakeholders to identify issues and make recommendations.

Technical skills

Working knowledge of supporting meetings platforms such as Microsoft Teams, Webex, Zoom, etc.

Experience with Events platforms such as Microsoft Teams Live Event, Microsoft

Stream, Webex Event Centre, vMix, Pearl 2, IBM (Upstream), WebEx Events, OBS, and video editing programs like Adobe Premiere Pro

Provide expert Conference Room AV Support, including troubleshooting and resolving technical issues promptly and effectively.

Install, configure, and maintain AV equipment in various AV spaces, ensuring optimal performance and functionality.

Demonstrate proficiency in working with and supporting Cisco Video Conferencing equipment, ensuring seamless and high-quality video conferencing experiences.

Familiarity with Poly phones and their setup within conference rooms, ensuring efficient and clear communication capabilities.

Assist in troubleshooting Microsoft Teams Meetings, offering guidance and solutions to ensure successful virtual collaborations.

Conduct regular inspections and system checks in conference rooms to maintain the health and functionality of AV and network equipment.

Deliver IT AV support for large group meetings and events, ensuring smooth operation and technical assistance as needed.

Maintain accurate records of AV equipment inventory, configurations, and maintenance activities.