Deskside/Tech bar & VIP Support Specialist
? Monitor intake channels (phone calls, texts, emails, Slack, ServiceNow tickets) to respond quickly to user issues.
? Provide face-to-face support to VIPs, resolving technical problems or escalating as needed to restore service efficiently.
? Offer customer service, troubleshoot computer issues, and provide hardware and application support.
? Perform on-site or remote servicing, repair, and installation of computer hardware, software, and networks.
? Provide deskside support to employees for hardware, software, network, and other IT-related issues.
? Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
? Respond to email messages, phone calls, and ServiceNow tickets for clients seeking help.
? Provide remote support and resolve tickets within the agreed SLA and with high customer satisfaction.
? Image and deploy new laptops/desktops and install authorized software.
? Document, track, and monitor incidents using ServiceNow or similar systems.
? Support hardware, peripherals, enterprise software, device provisioning, re-imaging, and international travel device support.
? Assist with IMAC (installs, moves, adds, changes) activities and technology upgrades.
? Ensure compliance with security and confidentiality policies.
? Support Audio-Visual conferencing technology and live meeting streaming services.
? Collaborate with cross-functional teams to improve support and user satisfaction.
? Perform password resets and provide user account support.
? Participate in Depot support, including hardware replacement and configuration.
? Perform Asset Management, tracking inventory, asset tagging, and ensuring lifecycle compliance.
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Essential Skills:
? Expertise in supporting End User Computing hardware and software (Windows and Mac), mobile devices, printers, MS Office, remote access, video conferencing, and VDI.
? Experience with tools like Active Directory, SCCM, JAMF, Nexthink, and similar platforms.
? Strong subject matter expertise in hardware troubleshooting, reimaging, data migration, and break-fix activities.
? Ability to manage workload efficiently and resolve executive-level technical issues promptly.
? Strong organizational, documentation, and analytical skills.
? Excellent communication skills with the ability to explain technical issues clearly to executives.
? Willingness to handle physical tasks like moving IT equipment and carrying device boxes.
? Proficiency in system administration tasks and supporting enterprise technology services.
? Ability to work independently and as part of a team in a fast-paced environment.
? Strong customer service focus and commitment to delivering high-quality technical support.
? Familiarity with ServiceNow or similar ITSM tools.
? Ability to multitask, prioritize tasks, and manage time effectively.
? Understanding of ITIL processes and best practices.
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Required Qualifications:
? Bachelor?s degree in computer science, Information Technology, or related field (or 2+ years of additional experience).
? 3 to 5 years´ experience in a Deskside Support role, with at least 3 years in face-to-face support.
? 3+ years supporting both Mac and Windows platforms.
? Networking skills (VLANs, DHCP, DNS)
? the language requirement are: Fluent local speaker (German) and English at business level.
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Preferred Qualifications:
? Industry certifications such as A+ and ACMT.
? Desktop Support or Customer Service Certifications.
? ITIL Foundations Certification.
? Hardware repair and OEM certifications.
? Experience with ServiceNow ITSM tools
