2nd Level IT Support Germany

2nd Level IT Support Job at KompiTech

KompiTech is leading the way in providing cost effective IT service solutions to businesses across Europe for more than 9 years.

2nd Level IT Support - Germany


To deliver customer service and technical incident resolution from call to closure in varied and challenging client environments. Provide the Technical hands onsite when working Technology refreshes or migration projects from preparing to completing machines, deploying and obtaining user acceptance.

Job Objectives:

  • Deliver Exceptional Customer Experience – on all incidents, PCs and all customers
  • Be aligned to the customer – technical, interpersonal, cultural & behavioural
  • Move reactive to proactive tasks – complete tasks, improve outputs and productivity
  • Offer multi-platform expertise – Windows, Blackberry, iPhone/Pad/Pod, Google
  • Support with projects or BAU services – whatever the customer needs, whenever.

Key Responsibilities:

  • Capture, log and update incidents via a call management system according to SLAs
  • Provide users with advice and guidance on technical incidents and queries
  • Update client documentation (contacts, suppliers, technical info & processes).
  • Build and deploy new devices and applications and install locally and remotely
  • Work multiple work streams in parallel, in an effective and proactive manner.

Behavioral skills required:

  • Excellent customer-facing and interpersonal skills
  • Independent and pro-active thinking, tenacious
  • Relationship builder both within the team and across the whole office
  • Personal resilience, ability to complete projects working to tough timescales
  • Good time management and prioritization.

Technical skills & Experience required:

  • At least 1+ yrs Corporate Desk-side Support & Help-desk Support
  • Hardware: PC, Laptop, Printer, Fax, Scanner, Tablet & Mobile devices
  • OS: Windows Server 2008/2012, Windows 8/7
  • Software: MS Office 2010/2013, Adobe, IE, MS
  • Networking: TCP/IP, Network Hardware, configuration & support
  • Building, configuring and troubleshooting desktop & mobile devices
  • Previous experience with SLAs and ITIL Best Practice & Process.