IT Support Analyst

Company:Qualcomm Germany GmbHJob Area:Information Technology Group, Information Technology Group > IT Support AnalystGeneral Summary:We are looking for an experienced 2nd Line Support Engineer to join our friendly support team, you will be based in Munich but supporting multiple offices around the region. This role involves providing onsite and remote support. As you will be working within a team environment for a US company and will be speaking to customers, your communication skills must be very strong in German and English. You will need to have the technical ability to problem- solve user queries and familiarity with Microsoft 365, Teams, Active Directory. You may provide local hands-on support for other infrastructure, engineering, AV, facilities, or security teams.Responsible for supporting a wide range of hands-on IT activities on site, including desktop/laptop imaging, deployments, troubleshooting, repair/upgrade, refresh, and recovery. Maintaining and troubleshooting all end user IT equipment (computers, monitors, printers, drives, scanners, etc.).  Ensures asset lifecycle management best practices are followed from ordering through shipping, deployment, reassignment, recovery, and decommissioning.This role would suit a candidate with experience in 2nd line support.You will be:A people-personGreat with customersStrong work ethic and ability to work in dynamic work environment.Able to prioritize and manage your own workload.Able to quickly troubleshoot and resolve issues.Main Duties and Responsibilities:Serve as the second point of contact for incoming queries from staff, and external consultants.Take ownership of assigned tickets through the IT service desk, ensuring timely resolutionUpdate the ticketing system, ensuring notes, progress and required actions have been input promptly.Maintain an accurate inventory of all IT devices issued to staff, conducting regular audits.Diagnose and resolve hardware and software issues.Install, configure, and maintain computer systems and software.Troubleshoot network connectivity issues.Collaborate with other IT teams to escalate and resolve complex problems.Provide training and guidance to end-users on software applications.Experience:Minimum of 2 years of 2nd line experience.Ideally experience with more than one operating system such as Linux, Mac OSX, WindowsExperience providing support in a customer service-oriented environment.Knowledge of ServiceNow ticketing system is preferable.Ability to work effectively in a fast-paced environment.In depth knowledge of Microsoft domain infrastructure; Active Directory, DNSExperience with security software and toolsLaptop roll-outs and upgradesMobile device support – IntunePHYSICAL REQUIREMENTS:Transporting hardware to/from stockroom or installation requires some lifting. Performing required tasks at various heights (e.g., standing or sitting).This position is 5 days on siteWe offer:Aside from working in an open, relaxed and collaborative environment, you'll enjoy:Competitive salary and benefits package.Collaborative and inclusive work culture.Career development and growth opportunities.Employee share programCompany bike, job ticketEmployer-financed retirement provisionMentoring program for intensive onboarding training and further education opportunitiesEmployee stock purchase program (15% discount on Qualcomm stock purchase)You will join a highly motivated and experienced team working together from multiple locations around the world.We look forward to receiving your complete and meaningful applicationMinimum Qualifications:• High School Diploma or equivalent.•    5+ years of experience in IT, Engineering Support, or related area.•    3+ years of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).Physical Requirements:• Frequently transports between offices, buildings, and campuses up to 2 miles.• Frequently transports and installs equipment up to 40 lbs.*References to a particular number of years experience are for indicative purposes only. Applications from candidates with equivalent experience will be considered, provided that the candidate can demonstrate an ability to fulfill the principal duties of the role and possesses the required competencies. Applicants: Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail disability- or call Qualcomm's toll-free number found here. Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. (Keep in mind that this email address is used to provide reasonable accommodations for individuals with disabilities. We will not respond here to requests for updates on applications or resume inquiries).Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Qualcomm. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. Qualcomm does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications.If you would like more information about this role, please contact Qualcomm Careers.