Desktop Support Technician

Job content

HCL Germany

The DACH region, consisting of Germany, Austria and Switzerland, is one of the fastest growing economies in Europe and therefore a strategic region for HCLTech. Our regional headquarters are in Eschborn, Germany, with additional offices and delivery centers in Berlin, Gifhorn, Leipzig, Munich, Osnabrück, Walldorf and Actian Germany GmbH. Our Innovation Lab is also located in Eschborn. As a provider for Austrian and Swiss companies, we have offices in Vienna as well as in Basel, Geneva, Versoix, Zug and Zurich in Switzerland.

HCLTech currently has over 2200 local employees working on various customer projects in the DACH region. 85% of them are German-speaking, 30% are women. The local workforce is supported by more than 10,000 consultants worldwide.

HCLTech has made sustained investments in the German market through acquisitions, including Geometrics and Hönigsberg & Düvel (H&D), gbs-IT and Confinale in Switzerland. The local technical staff has been significantly increased and expertise and presence in the manufacturing and automotive industries expanded. A strong local management team has helped build business relationships with the largest and best-known German branded companies in various sectors.

As one of the leading IT companies in the region, HCLTech provides best-in-class services to drive client progress in various industries such as banking and insurance, manufacturing, automotive, life sciences, transportation, and energy and utilities. Areas of focus include the next-generation digital workplace, hybrid cloud transformation and management, technical services, cybersecurity, application optimization, and digital business transformation.

Note: Candidates must be eligible to work in Germany

Fluent level in German and English.

Job Description:

This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.

Resource will provide

(a) High-level analysis and technical support for customers and their networked computers and peripherals.

(b) Interface with multiple levels of end users, management, VIPs and local technical staff.

Main Responsibilities include:

§ Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, handhelds, Smart phones, iPADs

§ Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets

§ To provide infrastructure administration functions

§ Providing on-site cover as part of a shift arrangement

§ Being prepared to work out of hours when required and to provide out of hours on-call support cover as required

§ Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities

§ Taking ownership of issues through to resolution on all appropriate requests.

§ Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.

§ Move equipment associated with escalated help desk incidents and service requests

§ Performing asset inventory activities as needed.

§ Trains and orients staff on use of hardware and software.

§ Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.

§ This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Technical Skills:

§ Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.

§ Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office

§ Administration experience of MS Active Directory users & groups, policies and management concepts

§ Effective communication by Engineer in English and local languages is mandatory

Business Skills:

§ Management of the team of L1 resources

§ Ability to interact with customers so as to ensure that the service is polite, efficient and responsive

§ A self-starter with ability to work on their own initiative

• To work through issues analytically to a successful conclusion

Qualification and Experience:

§ Diploma or Engineering degree along with MSCE or CNE qualification

§ Minimum 5 years related field experience in End User support including VIP support

§ Installation and configuration – Desktop / laptop/ Printer/ Server/ Networks etc.

§ Substantial experience Desktop, Workstations, Notebooks and Printers management

§ Certified Windows Administration

§ Supporting Windows core technologies

§ Collaboration experience including remote control of PCs and video conferencing knowledge

§ Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)

§ Strong Microsoft Office skills (Outlook, Word, and Excel)

§ Thorough understanding of Outlook’s calendaring tool

§ Understanding of Exchange functional accounts and how they are used within Microsoft technologies

§ Strong customer service skills

§ Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

§ Strong written and verbal communication skills (English and local language)

§ Must be detail oriented and self-motivating

§ Experience of managing and leading a geographically and culturally diverse team

§ Background security check is mandatory

What we offer:

• Competitive salary and performance bonuses
• Opportunity for career progression
• Young and vibrant team environment
• Social benefits package
• Professional on-boarding and on-going trainings
• Are you willing to build up your career with us? - We’ll be happy to receive your resume in English!
• *Your personal data is secure with us.
• ** Only candidates selected for interview will be contacted

Job Type: Full-time

Salary: 44,000.00€ - 49,000.00€ per year

Language:

• German C1/ C2 Level (Required)

Ability to Commute:

• Düsseldorf (Required)

Ability to Relocate:

• Düsseldorf: Relocate before starting work (Required)