Job Role: Technical Support Engineer
About us:
Infosys BPM is a leading international digital services and consulting company. We support companies in 46 countries. While we constantly implement innovations for our clients, our motto remains the same: Everyone deserves a chance to grow!
One of our clients is a well-known international company. For this client we are looking for a well-organized, ambitious.
About the Position:
who provides end user support on-site, maintains hardware and fixes technical problems, provides first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to service desk managers, incident & problem managers and coordinates with remote teams for technical issues to investigate and resolve.
Responsibilities:
Application and OS Maintenance: Provide maintenance and support services for applications and operating systems, either directly to users or through service delivery functions
* Diagnostic Troubleshooting: Gather extensive diagnostic information, analyze problems, and resolve issues related to End-user computing (EUC) devices.
* Incident and Problem Management: Investigate and resolve incidents and problems affecting EUC devices, peripherals, and installed software.
* Performance Monitoring: Monitor and address performance-related issues.
* User Training and Advice: Provide advice, training, and corrections (permanent or temporary) to users.
* Documentation and Enhancements: Update or create documentation, manipulate data, and define enhancements.
* Collaboration: Collaborate closely with colleagues specializing in different areas (e.g., database administration, network support), vendors, and third-party support provider
Required skills:
* Prior experience in a customer-focused End-user support role is valuable. This could include roles like Help Desk Technician, Desktop Support Specialist, or similar positions
* German & English language proficiency.
* Customer-Focused Support: Experience in a customer-focused End-user support function covering EUC and software/OS installations and support.
* Incident Resolution: Proficiency in incident resolution, requests, changes, and problem-solving activities delivered within agreed service level agreements (SLAs)
* Microsoft Product Knowledge: Good knowledge of Microsoft’s product offerings, including high-level capabilities and competitor products.
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