End User Support L1 Engineer (On-Demand)
DeRisk Technologies, Austria
Job Description
We at DeRisk Technologies ,IT projects worldwide. are looking for a EUC L1 Engineer for highly potential project of one of our Customers.
Joining date : ASAP
Language required : English + German
Duration : 1 Year
Basic Skill Set:
(a) Expertise in System Desktop Administration, Customer Service, Incident/Change/Release management and Support various third party applications on Windows Platforms.
(b) Worked on several technical, various Application support projects across diverse clients and companies.
(c) Professionally trained amp; certified in IT Infrastructure Library amp; Windows Server Administration and also has sharp focus on utilizing the programming techniques for various initiative activities.
(d) In depth knowledge of
(1) Release/Change/Incident/Configuration management, service delivery, infrastructure, operations amp; production support. Plan, schedule and implement release projects and related reports, Oversight and development of Build and Release process.
(2) Installing, configuring, and managing Mobile Device Management applications
(3) Software Distribution, Data Encryption, Corporate email configuration on mobile devices like iPhone, iPad, Blackberry etc. (4) Managing, maintaining, supporting, troubleshooting, and optimizing solution
(5) Resolving problem/request logs within contracted SLA targets and working with Help Desk Analysts to ensure users are regularly updated
(6) Basic understanding of DHCP, DNS,IP addressing, fixing wireless Lan,Ethernet desktop configuration issues and sub netting.
Duties and Responsibilites:
• Technical troubleshooting and hands-on experience with different OS such as iOS, Android, Windows, Blackberry devices
• Analyzing and investigating skills, with a structured approach to problem solving
• Assisting end users via telephone, e-mail, with a wide range of questions, problems and requests with their needs • Monitoring and tracking incidents and trouble calls in ticketing system in support of the incident and problem management process; recognizing high priority tickets and taking action within the expected response time
• Updating all assigned tickets capturing troubleshooting activities and resolution
• Resolving escalations from the IT Service Desk and handling client support requests as well as take ownership of product issues and ensuring closure is achieved
• Planning, creating, and deploying security and device
Requirements
1. Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments
2. Commercial experience in an IT support technician role that includes2+ years of technical support experience in a hybrid Windows and MAC environment
3. Experience in working with a helpdesk operations, to include Windows and Mac clients
4. 2+ year Hands on experience and in-depth knowledge of Macintosh technologies,2+ years of Windows
5. 2+ years’ Experience with mobile applications/products including: iPhone, iPad, and Android platforms Expertise in iPad / iPhone
6. Self-starter that is able to collaborate actively with others in a cross-functional team
7. Proven attention to detail and high standards for quality
8. Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
9. Skilled in documenting written troubleshooting steps and instructions
10. Business professional attire
Additional requirement
(a) Experience supporting applications in an enterprise environment
(b) Experience with Microsoft System Center Configuration Manager specifically on Reporting, patch management and image deployment.
(c) Knowledge of MAC OS in an enterprise environment
(d) BA or equivalent job related experience
(e) Imaging
(f) ITIL v3 foundation qualification.
(g) Microsoft certified System Administrator in XP/WIN 7
(h) Support of End point for video conferencing units.
(i) B2 German Language proficiency