Aufgaben
* Identify, evaluate and prioritize user problems and complaints; create and assign problem tickets using ticketing system (Service-Now)
* Analyze customer problems and formulate plans of resolution, utilize all technical resources to solve user problems
* Perform routine software and/or hardware installations, updates, and upgrades following established documented policies and procedures
* Test and pilot new IT technology
* Use knowledgebase, technical library, and on-line references to research, identify, and apply solutions to systems problems
* Basic project management for IT topic
* Process PC requests on the IT Service-Catalogue
* Interface with Third Level Support team and vendors when the problem requires escalation
* Find improvements in current first level support processes
* Perform root cause analysis to minimize problems in the future
Profil
* Bachelor’s Degree in Information Technology, Information Systems, Computer Science, or related field preferred or successfully completed training in the field
* Solid experience preferred
* Solid IT infrastructure knowledge and strong IT affinity
* Strong verbal communication skills and interpersonal skills required for providing support over the phone or in person
* Hardware support for client computers (Software/hardware) of popular brands such as HP and Lenovo
* Essential understanding and experience with client hardware deployment, operating system loads, drivers and software installation
* Proficiency and experience with IT project management, solution management and vendor management
* Ability to lift 20kg from time to time
* Fluency in english is required, german advantageous
* Experience in troubleshooting Microsoft Operating System Environment, Microsoft Outlook, and Office 365 (Teams, SharePoint, and OneDrive)
Benefits
* Long term planned engagement
* Fascinating, innovative environment in an international atmosphere
* Hays helps you gain a foothold in innovative companies