Desktop Support Specialist @ Switzerland in Lachen, Lachen, Die Schweiz

Responsibilities:

* Adhering to SLAs

* ITIL Processes awareness and adhering to

* Reporting to the Track Lead/Team Lead

* Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems

* Troubleshooting technical issues

* Ensuring that the processes are adhered to

* Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup

* Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.

* Tracking work tickets on ITIL based ticketing system like Service Now & Remedy

* Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

* Performs repairs on computers, laptops, printers and any other authorized peripheral equipment

* Improves and maintains customer and employee satisfaction

* Performing asset inventory activities as needed

* Create documentation for process and procedures

* Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

* Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

Must Have:

* He/she needs to speak German and English.

* He/she needs to be prepared to travel between the sites

* He/she needs to be willing to take turn in Stand by/call out rota (one week per month)

* He/she needs to be flexible in working in overtime and doing weekends (occasionally)

* He/she needs to have proven experience in the IT area and customer contact (references and certificates) and preferable in the desktop area

* He/she will work in an stressful environment and needs to cope with this.

Required Skills/Qualifications:

Minimum 5 years hands on experience as deskside/Onsite support/local IT engineer

Strong Microsoft Operating System installation(Win XP/Win 7Win 8.1/MAC) and troubleshooting skills

Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices

Strong experience in troubleshooting MS Office (Outlook, Word, Excel, Powerpoint etc)

Strong desktop support knowledge including hardware, software, and networking concepts

Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds

Good knowledge of MAC OS, IPAD and Android devices

Should have knowledge of Mac deploment of OS and application via Mac Servers

Should be able to troubleshoot domain level issues on Mac Clients, bind the Macs to domain

Should be able to Build Mac machines, Mac book Pro, MAC Pros and other Mac models

Knowledge in windows Image build process and SCCM deployments.

Basic understanding of Audio/Video equipment and conference room setup

User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.Escalations

Troubleshoot and assist end users with mobile device setup, activations and performance issues.

Handheld - Blackberry, Android & IOS support knowledge

Strong Customer service skills

Strong written and verbal communication skills

JOBSUCHE

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