1st Level IT Support - Salzgitter

1st Level IT Support - Salzgitter

This position assists Users with technical support of networked desktop computers, hand held devices, applications, peripherals and related technology. Candidate will provide the following services:

  • Providing on-site cover Monday- Friday, excluding public holidays
  • Provide hardware break fix support, typically by whole unit swap
  • Manage spares provided on site
  • Provide deskside support, as described
  • Execute installations and changes
  • Deliver an excellent level of customer service
  • Adhere to defined Processes and work instructions which will include the management of both proactive and reactive escalations

Main Responsibilities include:

  • Accurately identifying, repairing, resolving, and documenting User technical issues relating to desktop environment
  • Testing of computer systems and peripherals within established standards and guidelines
  • Provision of first line IT support services
  • Ensuring requirements are met within agreed service targets
  • To provide infrastructure administration functions
  • Troubleshooting and resolving software issues; reimaging computers/hard drives
  • Backing up and restoring settings and associated systems administration activities
  • Interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
  • Taking ownership of issues through to resolution on all appropriate requests.
  • Categorize and prioritize end user support requests and service requests by utilizing a ticketing system to track tickets and provide up-to-date status and information.
  • Install and Move equipment
  • Performing asset inventory activities as needed
  • Recommend and / or performs upgrades on systems to ensure longevity.
  • This position requires the ability to work in a project-based environment requiring flexibility and teamwork.
  • Perform other duties as assigned.

Technical Skills:

  • Skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
  • 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 in English and local languages is mandatory

Business Skills:

  • Ability to interact with customers so as to ensure that a polite, efficient and responsive service is delivered
  • A self-starter with ability to work on their own initiative
  • To work through issues analytically to a successful conclusion

Desired Experience:

  • At least 2 years of experience in the field or in a related area required
  • Prior experience on Desktops, Workstations, Notebooks and Printers
  • Collaboration experience including remote control of PCs and video conferencing knowledge
  • Ability to support and provide hands-on assistance for IT infrastructure projects /upgrades
  • 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
  • customer service skills with the ability to provide consistent, excellent customer support to Customer representatives at all levels
  • Strong written and verbal communication skills
  • Must be detail oriented and self-motivated

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