Technical Support Engineer

DSS / Field Services Engineer

Role Overview

Deskside Support Engineers provide frontline technical support for desktop environments. Responsibilities include deployment of desktops/laptops, installation and configuration of physical server/network equipment, application setup, troubleshooting, incident resolution, and request handling.

Onsite – Basel - 5 days

Client: Leading global pharmaceutical company

German Mandatory - Entry-level Position

Key Responsibilities

• Break-Fix & End User Support: Deliver day-to-day troubleshooting and support for Windows workstations and mobility devices.
• Hardware & Software Installation: Configure and maintain desktops, laptops, servers, and specialized devices to ensure usability.
• SCCM & O365 Expertise: Practitioner-level knowledge in SCCM 2012 and Office 365 administration.
• Manufacturing IT Support: Assist shop-floor handhelds, rugged tablets, scanners, and lab/manufacturing PCs.
• Data Collection & Preservation: Support migrations and eDiscovery activities.
• Smart Hands & Feet Support: Assist technology teams with on-site tasks, including rack-and-stack operations.
• Vendor Coordination: Manage physical access for vendors, cable patching, and printer services continuity.
• Network & Connectivity: Ensure LAN, Wi-Fi, video conferencing (Tandberg), printer, and voice services availability.
• Advanced Troubleshooting: Identify root causes of incidents across IT devices and mobility platforms.
• IT Asset Lifecycle Management: Oversee asset collection, secure storage, imaging, allocation, recovery, disposal, and updates.
• Manufacturing/Lab IT Systems: Support specialized equipment in clean room and GMP/GxP environments.
• Power Shutdown Management: Handle maintenance activities, including safe shutdown of data center devices.

Qualifications

• Analytical & Troubleshooting Skills: Strong problem-solving capabilities with advanced technical depth.
• Communication Skills: Ability to collaborate across teams and OEMs on high-priority issues.
• Windows Expertise: Deep understanding of MS Windows OS and MS Office applications.
• Customer Support Orientation: Proven ability to deliver high-quality end-user support.
• Experience: Minimum 2 years in desk-side support services.
• Networking & Infrastructure Knowledge: Basic understanding of networks, telecom, compute, and storage.
• MacOS & iOS Administration: Advanced skills in imaging, deployment, and endpoint management.
• Mobile Device Support: Advanced knowledge of mobile platforms and device troubleshooting.
• Policy & Certificates: Basic understanding of user certificates, keychains, and policy management.

Education & Certifications

• Diploma or Degree in IT
• ITIL Certification (preferred)
• Additional certifications in desktop, server, or mobility support are advantageous.