The position involves delivering onsite desktop support with an emphasis on providing outstanding customer service. In addition to this, the Desktop Support Engineer will extend their support to other European sites and provide remote assistance as needed. The primary responsibility is to swiftly address and resolve complex service incidents and requests related to computer hardware and software issues. Throughout this process, maintaining clear communication with users about the progress of their tickets and obtaining their agreement on the resolution are key aspects of the role.
A high level of technical expertise is essential to effectively resolve a diverse range of applications and end-user requirements. The ideal candidate for this role should be a positive and proactive individual with a strong customer focus, effective communication skills, organisational capabilities, and technical proficiency. The role also involves building and nurturing relationships with internal stakeholders, US IT functions, and third parties, making collaboration and effective communication across various locations a crucial aspect of the position.
Job Description

Essential Functions:

• End User Technical Support – Posses excellent customer service and positively interact with and support users with their technical issues and requests via our Global Service Desk, Microsoft Teams calls and onsite desk-side visits.
• Audio/Visual Support – Learn and support the audio/visual technology equipment, support onsite video conference meetings as required.
• Software Support – Support and troubleshoot software and deployment as needed. Provide hands-on support. Assist and train users, when necessary, on common applications including O365 (Outlook, Teams, SharePoint, OneDrive, AV).
• Hardware Support - Unbox, image, configure, test, deploy and troubleshoot desktops / laptops running Windows and common peripherals including multi-function and desktop printers, monitors, and docking stations following all asset management processes and procedures.
• Infrastructure Support – Provide ‘hands on support’ of wired and wireless networking, remote access, VPN, multi-factor authentication.
• Documentation - Prepare and maintain support documents to maintain current knowledge up to date with changes in technology.
• Vendor Support - Interact with IT support vendors.
• Team Player – Act as a team player onsite supporting colleagues across department, management, and leadership team to fulfil operational service levels, department initiatives and project deliverables.
• Track all requests maintaining ownership of the issue and providing consistent and timely resolutions.
• Manage Hardware asset inventory
• Execute system set-ups, breakdowns, and office moves
• Pro actively identify and address technology-related challenges
• Collaborate with IT vendors, other departments, and core IT teams on projects
• Recommend and deliver training IT opportunities
• Proactive identify problem prevention opportunities
• Able to travel across Europe to support our datacenter portfolio, including the UK.

Minimum Requirements:

Education

• ITIL v3/4 Foundation certified

Experience

• Mininum of 4+ years in IT Support
• IT experience in a strong Microsoft environment (Windows 10/11, Office 365, Sharepoint, Teams and AV)

Skills and aptitudes

• Excellent technical knowledge and working experience with Microsoft products including email, server, network and telephony technologies, Mobile Computing and overall understanding of infrastructure, desktop, and applications technologies and architecture.
• Ability to work in a fast paced, high pressure work environment.
• Knowledge of assigned company hardware system platforms
• Familiar with networking and all supported operating system platforms
• Familiar with O365 concepts
• Strong communication skills both verbal and written
• Strong Customer relationship building skills with the ability to manage complex Customer problems
• Good teamwork with peers and company personnel
• Demonstrate consistent, acceptable performance of all business fundamentals
• Liaise with third parties vendors when required
• Must be fluent in German and English

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume

• End User Technical Support – Posses excellent customer service and positively interact with and support users with their technical issues and requests via our Global Service Desk, Microsoft Teams calls and onsite desk-side visits.
• Audio/Visual Support – Learn and support the audio/visual technology equipment, support onsite video conference meetings as required.
• Software Support – Support and troubleshoot software and deployment as needed. Provide hands-on support. Assist and train users, when necessary, on common applications including O365 (Outlook, Teams, SharePoint, OneDrive, AV).
• Hardware Support - Unbox, image, configure, test, deploy and troubleshoot desktops / laptops running Windows and common peripherals including multi-function and desktop printers, monitors, and docking stations following all asset management processes and procedures.
• Infrastructure Support – Provide ‘hands on support’ of wired and wireless networking, remote access, VPN, multi-factor authentication.
• Documentation - Prepare and maintain support documents to maintain current knowledge up to date with changes in technology.
• Vendor Support - Interact with IT support vendors.
• Team Player – Act as a team player onsite supporting colleagues across department, management, and leadership team to fulfil operational service levels, department initiatives and project deliverables.
• Track all requests maintaining ownership of the issue and providing consistent and timely resolutions.
• Manage Hardware asset inventory
• Execute system set-ups, breakdowns, and office moves
• Pro actively identify and address technology-related challenges
• Collaborate with IT vendors, other departments, and core IT teams on projects
• Recommend and deliver training IT opportunities
• Proactive identify problem prevention opportunities
• Able to travel across Europe to support our datacenter portfolio, including the UK