IT Support Engineer (f/m)

Quick facts

Munich, Bavaria, Germany
Date Posted:
  • The IT Support Engineer works as part of an international IT-Support team responsible for resolution technical and setup issues / incidences as a first or second level support instance for our local and international users.
  • S/he is supervising other national and international support team members in covering support and technical implementations
  • S/he is responsible for handling all queries and issues through to resolution.
  • S/he is first point of escalations from users
  • S/he is responsible for watching ticket ques and priorities of tickets
  • S/he is responsible for knowledge transfers and standardization of processes
  • The Engineer is also responsible for increase the quality of support, streamline and develop support processes.

Responsibilities in detail:

  • Is highly experienced in supporting end users (local and remote)
  • Is able to troubleshoot Windows / PC problems (local and remote)
  • Is able to troubleshoot OS-X / MAC problems (local and remote)
  •  Deployment of Windows Operating systems
  • Deployment of OS-X Operating systems
  • Installation of Hardware and Software for users
  • Detects common issues
  •  Working with a ticket based support system
  •  Documentation and reporting
  •  Support of Mobile devices (Mobile phones, Tablets)
  • Customer Services
  • Handles all support communications professionally and efficiently.
  • Liaises with First and/or Second Level Support and third parties to resolve issues
  • Notifies First and/or Second Level Support of any service affecting issues and/or the resolution of those issues, clearly and in a timely manner
  • Deploying PCs, MACs, tablets, mobile phones and other for users
  • Create, manage and disable user accounts
Incident Management
  • Escalates critical/major issues appropriately and in a timely manner
  • Ensures resolution of issues within Key Performance Indicator thresholds
  • Provide end-user support by “on call basis” also out of office hours
Service Monitoring
  • Monitors system and service alarms; logs and escalates issues appropriately
  • Provides end-to-end service testing in accordance with detailed procedures
  • Raises tickets and escalates monitoring alerts appropriately

Skills and Specifications:

  • Completed education for an IT occupation or comparable professional education plus at least 5 years of experiences as Support Administrator
  • Very good knowledge in Windows support
  • Very good knowledge in Windows environment used in enterprise network
  • Good knowledge in all Microsoft standard office application
  • Knowledge about Microsoft backend applications (MS Exchange, MS SharePoint, MS Active Directory)
  • Good spoken and written English (additional languages are beneficial)
  • A proactive team player with the ability to work in dynamic environments
  • Provide technical support by telephone to assist First and /or Second Level Support and, to communicate with incadea partners
  • Passionate about gaining new knowledge
  • Ability to switch tasks very rapidly
  • Highly motivated in problem solving
  • Able to work on multiple tasks at the same time
  • Experiences in OSX support
  • Self-driven and self-responsible working

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