Senior IT Support Engineer

Jobinhalt

Senior IT Support / Workplace Engineer
Location - Mainz, Germany (On-Site)
6 Months + contract (extendable/ongoing)

Summary
The Senior Workplace Engineer is a senior-level position responsible for providing second-line support to users of IT systems and applications. The workplace engineering team is the "face of IT”, and their ability to deliver a friendly, effective, and responsive service directly impacts the perception of technology within the user estate.

The roles responsibilities include resolving complex technical issues, providing training and support to junior peers, and developing and implementing new processes and procedures.

Key Responsibilities

General

• Resolve technical incidents as allocated and escalated
• Ensure SLA targets are achieved and working to reduce SLA target times
• Report on progress of incidents and update relevant service management tools
• Partner with the 3 rd line engineering teams to drive a culture of continuous improvement, placing user experience at the centre of your focus
• Work with other IT teams to ensure the smooth operation of the desktop environment, such as network engineers, security engineers, and application support engineers
• Deliver project work related to workplace and desktop engineering
• Ensure relevant technical documentation is appropriately maintained and available
• Work with field services partners to facilitate site activities
• Provide full support of hardware and software used
• Provide input into the improvement and iteration of technical services
• Escalate issues to other teams as necessary
• Ability to work independently and as part of a team
• Maintaining inventories of hardware and software
• Work with field services partners
• Assists with the specification, development, research and evaluation of services standard

Customer Service

• Provide excellent customer service to all users at all times
• Manage customer expectation by ensuring the user is kept up to date on the status of tickets
• Take ownership of tickets to resolution, including escalations and tickets passed to 3rd parties

People

• Adopt the role of subject matter expert (SME) in a particular specialism, either with a business or technical focus and ensure appropriate documentation / cross skilling across the team
• Mentor peers in order to augment skills within the team
• Liase with project teams to ensure smooth transition into service support

Skills & Experience

Essential

• 3-5+ years’ experience in a 2 nd line / desktop role
• Excellent customer service skills
• Strong experience demonstrating 2 nd line / Desktop support
• Exposure to an ITIL based environment and understanding of ITIL methodology
• Experience in liaising with employees at all levels including board level.
• Microsoft Windows 10 & 11 configuration and troubleshooting
• Microsoft Office 2016/365 knowledge
• Microsoft Exchange Online mailbox administration
• Microsoft ActiveRoles user and computer administration
• General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
• Remote Access / Mobility & VPN technologies
• Citrix ICA clients administration & troubleshooting
• iPhone & iPad configuration & support
• Asset management experience including but not limited to logistics, stock management and order processing
• Previous experience using call logging systems (BMC Helix)
• Multi-function printers
• Team Player
• Financial sector experience (Banking environment)

Desirable

• Windows & Linux Server experience
• Cisco Hyperflex and VMware knowledge
• Audio Visual & Videoconference knowledge
• Cisco Telephony System
• Exposure to facilitating Major Incident

Job Type: Contract

Application Question(s):

• This is an on-site position in Grosse Bleiche 35-39, 55116 Mainz. Will you be able to work on-site? (Yes/No)
• Do you have any previous/current experience working in a financial or banking industry? (Yes/No)
• What is your expected monthly salary in EUR?

Experience:

• 2nd line IT / Desktop support: 5 years (Preferred)

Language:

• German (Preferred)

Work Location: In person