Desktop Support Engineer

Location: Berlin / Düsseldorf / Munich / Frankfurt

ABOUT US:

Total IT Global is a leading IT infrastructure services provider offering holistic vendor agnostic hardware and managed service solutions globally. We work closely with our customers and undertake full accountability of their goals by providing end to end support at every stage of the IT hardware lifecycle i.e. from consulting, procurement, maintenance support all the way to Green Disposal and data destruction – all under one roof. With ‘Nimble’, ‘Holistic’ and ‘Innovative’ as our core competencies, Total IT Global propagates agility and delivers service excellence to our customers comprising Global Multi-National Companies across more than 112 countries worldwide.

Base Skill Set 
  • Good working knowledge of Active Directory
  • Experience providing technical support in a fast paced and constantly changing environment up to executive management level.
  • Excellent customer service and communication skills including providing VIP support
  • Experience supporting large Windows-based environments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 8 and O365
  • Advanced knowledge of Microsoft Office suite of applications
  • Support of End User for video conferencing units.
  • Support of mobile devices
Duties & Responsibilities:

Provide support on Client Windows platform, for desktop/end user technologies, collaboration tools, and mobile technologies and printing, this includes the laptop/mobile devices all, video conferencing, network/remote access this position works collaboratively with the Service Desk for end user break/fix and other support functions.

Duties shall include, but not be limited to:
  • Diagnosing and troubleshooting desktop system, printer, and operating problems
  • Consulting and instructing users on hardware and software questions/issues
  • Collaborate with other IT Services Data Center and Network Infrastructure teams
  • Install, maintain and upgrade equipment and its associated infrastructure
  • Runs diagnostic tests to isolate system problems as well as proactive activities
  • Operating Systems Windows, OS-X
  • MS Office (Windows and knowledge of Mac) software
  • Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
  • Hands on experience removing viruses and spyware using various tools (Windows)
  • Identifies, researches, and resolves technical problems including forming an RCA
  • Responds to telephone calls, email, service tickets, and dispatched requests for technical support
  • Documents, tracks and monitors the problem to ensure a timely resolution within an effected SLA window
  • Installs, configure and maintain Mac, PC, peripherals (local and network printers, scanners), and other end user equipment such as Blackberries, iPhones and iPads, MAC Books, Laptops
Base Requirements
  • Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments
  • Relevant experience in an IT support technician role that including technical support experience in a hybrid Windows and MAC environment –
  • Experience in working with a helpdesk operation, to include Windows and Mac clients
  • Experience with mobile applications/products including: iPhone, iPad, and Android Platforms Expertise in iPad / iPhone
  • Self-starter that is able to collaborate actively with others in a cross-functional team
  • Proven attention to detail and high standards for quality
  • Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
  • Skilled in documenting written troubleshooting steps and instructions
  • Business professional attire
We look forward to receiving your application to

Vaishali Dhawan
Assistant Manager - Business HR
vaishali.d@totalitglobal.com