\\n The IT service desk is responsible for providing End User Support for all companies\\\' employees globally. Focus area is to handle incident life cycle promptly & efficiently for Infra related issues and most importantly, enhance user experience.

Responsibilities

• Act as Expert and making sure all End users tickets to be resolved with Technology Service Desk
• Provide workstation support (Thin Clients, Microsoft Surface Pro, Bring Your Own Device as well as Mobile Devices)
• Define workarounds for known errors and initiate process improvements
• Contribute expertise to the Management of existing and new IT products as well as services
• Work with various remote access solutions like VPN, Citrix Director, etc
• Conducting root cause analysis, attend weekly global call with L2 / L3 and Engineering
• Shift support is required, fully on-site role

Skills

Must have

• 3+ years of End User support experience, preferably in a large organization with an experience in L2 support
• Proficiency in English language and German (Verbal/Written)
• Profound experience in MS Office 2010 application suite (MS Teams, MS Project, PowerPoint, Access, Excel 64 bit, Word, OneNote, Outlook), Office 365, Citrix
• Hands on experience in troubleshooting Password, Windows 10, MS Outlook, O365 and mobility products for end user applications
• Swift troubleshoot experience with WIFI, printing, network issues, shared drives and mailboxes
• Hands on experience with Azure cloud solution, Azure fundamentals certificate will be a huge benefit
• Ticketing tool - GSNOW or any other
• Solid understanding of ITIL practices, certification will be beneficial
• Being a confident communicator that can explain technology to non-technical audience by understanding client needs and translating this into products and services
• Being a strong team player with service-oriented attitude and customer focus
• Demonstrating analytical, problem solving and documentation skills

Nice to have

• Azure DevOps experience, Splunk and PowerShell scripting will be beneficial
• Good to know other regional languages (Italian and French) verbal/written
• Experience within banking/finance domain will be an advantage

Languages

German: C1 Advanced

English: C1 Advanced

Seniority

Regular

Relocation package

If needed, we can help you with relocation process. .

Vacancy Specialization

Technical Support (SL2)

Ref Number

VR-100031\\n \\n \\n \\n \\n \\n

\\n\\n Luxoft\\n \\n\\n

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