Technical Support Representative

Vor 7 Tagen

Frankfurt am Main, Hessen, Deutschland The Church of Jesus Christ of Latter-day Saints Vollzeit
Description

This position provides second-tier support to end users for either PC, server or mainframe applications, and hardware. provides complex, advanced-level user support in operating, maintaining and troubleshooting hardware and software assigned to employees to help them accomplish their work. This position also supports virtualization platforms that allow the organization to provide support in a timely, cost-effective manner. 

May also serve as an advocate for the client/end-user. This position requires self-motivation and self-management of work with strong interpersonal skills to meet with clients in a face-to-face environment. This individual works with divine guidance to provide or support technology that furthers the mission of the Church and reflects the eternal impact of the gospel.

Responsibilities
  • Troubleshoot, prioritize, and resolve customer support incidents and service requests through searching the knowledge base and consulting with other TSRs and managers as needed. 
  • Provide regular status updates to customers and establish realistic expectations regarding when they can expect resolution to their incident or service request.
  • Escalate in a timely manner any tickets that require grater knowledge, skill or access privileges to resolve.
  • Upon resolving an incident or service request, make follow-up contact with the customer to ensure their needs were met, and identify and resolve any gaps.
  • Assist customers with simple training needs.
  • Resolve the most complex system administration problems.
  • Share knowledge by contributing content to the knowledge base.
  • Maintain an accurate inventory of Area IT Assets using the corporate IT Asset Management tracking system.
  • Evaluate new and existing software applications and provide feedback to solution and/or product managers.
  • Utilize advanced judgement in providing guidance, determining procedures to follow, and assisting other team members in problem solving.
  • Participate in continual learning and improvement.
  • Understands and diligently follow policies, standards, and processes.
Qualifications
  • Bachelor's Degree in related field or equivalent experience (eg. vocational studies or apprenticeship)
  • 6+ years of relevant professional work experience. With 4+ of the 6 years in field-related user support experience with PCs, hardware, software, network, end-user desktop applications and virtualization.
  • Expert-level knowledge of operating systems (Windows and Mac OS), hardware platforms, technical disciplines, end-user applications, wired and wireless network connectivity and/or video conferencing platforms.

  • Proven experience in the following areas:

    • Complex asset management practices
    • Network technologies pertaining to system connectivity and troubleshooting
    • Effective communication and customer service skills
    • Ability to maintain confidentiality and provide support to General Authorities and senior leadership.
    • Advanced understanding of IT business functions.
  • Ability to comfortably lift 25 kg. and reach across and work under desks.
  • Driving license required.
  • Ocasional travel will be required. 
  • English B2 level is required. Any European additional language will be an advantage. 
  • Employees are expected to work from the office on a regular basis.

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