Job Description

We are seeking an IT Desktop Support Level II to join our team! You will resolve computer-related issues for your clients.

RESPONSIBILITIES:

• Provide technical assistance with computer hardware and software
• Resolve issues for clients via phone, in person, or electronically
• Recommend hardware and software improvements
• Track customer issues and resolutions

QUALIFICATIONS:

• Previous experience in IT, customer service, or other related fields
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor

•Typically 2-4 years of experience

• Associate Degree in Computer Science, graduate from technical school, or equivalent work experience, CompTIA A+ certification desirable

• Hardware OEM certifications (desired, based on end-client's OEM environment)

•Working technical knowledge, in order to address service work orders, for desktop PCs, laptops, tablets, mobile devices, BYOD devices, peripherals, video conferencing equipment. Ability to provide smart hands support on server, storage and networking devices

•Maintain computer systems, troubleshooting errors, maintaining internet/network connectivity, running diagnostics, repairing computer hardware

•Install and set up new computers systems and perform routine maintenance

•Works on problems/projects of medium complexity & scope

•Working technical knowledge of standard systems and business software (Windows, MS Office 365, Outlook, Apple iOS)

•Provide updates to asset management CMDB systems as required, inventory support of required spare whole units and parts

•Ability to management the lifecycle of the call through end-client's and/or Hemmersbach IT service management (ITSM) systems

•Ability to read and understand technical documentation and manuals

•Provide support for walk-up IT bars/kiosks if required and provide technical assistance to end-users

•Provide mentoring to junior/entry-level technicians

•Excellent client facing, customer service soft skills and strong verbal and written communication skills

•Ability to apply intermediate level of subject matter knowledge

•Exercises independent judgment within defined practices and procedures

•Evaluates unique circumstances and makes recommendations

•Ability to provide end of life disposal (disk wipe) services

•Able to independently problem solve

•Engineers shall be fluent in the local language and be able to communicate in English

Company Description

We are a global IT service provider. With over 4,000 permanent colleagues in more than 40 subsidiaries worldwide, we enable Device as a Service for the IT industry in 190+ countries. DaaS combines hardware, software, lifecycle services and financing into a single contract with a fee per device.