Information Technology Support Specialist

Principal Responsibilities

1. Perform the On-Site IT services and support (walk-in and on-site support)
2. Support the local IT infrastructure
3. Collaborate and engage with different business teams on IT related matters
4. Provide user training and on-boarding
5. Support meeting rooms and AV equipment
6. Support end-user equipment as per client’s standards
7. Assist and collaborate in IT project implementation as assigned by Lead or IT Operations manager
8. Perform visits to remote/ dispatched sites when applicable
9. Perform troubleshooting for all Laptop related queries which may also include Microsoft product suite related queries
10. Browser troubleshooting
11. Re-imaging laptops
12. Maintaining inventory of equipment
13. Recording all support incidents in Service-Now and work towards achieving the response and resolution KPIs
14. Keep aging incidents under check
15. Provide reports of open incidents and actions being taken to resolve those incidents.

Experience / Education

Standard : Minimum a Degree in IT/Computer Science or within relevant field and minimum of 3-6 years of IT support related experience is required.

1. Fluent in oral and written German and spoken English.
2. Appropriate service management program (ITIL foundation certification preferred, but not a requirement, as this can be provided)
3. Experience with ITSM tools like ServiceNow and ticket handling
4. Experience with KCS is an asset
5. Good technical knowledge in Microsoft, Window 10, 0365 environment, hardware; infrastructure and IOS devices
6. If possible, experience with AV (audio/visio) equipment support (e.g. meeting rooms, videoconferencing, MS teams)
7. Experience working in an international environment is an asset
8. Previous experience working in a 24/7 organization & willingness to travel on regular basis
9. Knowledge of agile working method and maybe experience with KANBAN board metho