Sr. Service Desk Support Engineer (w/m/d)

at  Conductor LLC

Conductor is the world’s leading SEO platform, helping businesses accelerate organic traffic and revenue growth. Conductor’s technology helps marketers create powerful marketing content to drive high-quality traffic to their sites and measure their organic performance.
Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of all the people in our orbit—our customers, our customers’ customers, our employee-owners, and our communities.
We are in search of a German and English speaking Sr. Service Desk Support Engineer (w/m/d) for our Global IT Team. You will be the go-to person for all technology administration and support within Conductor primarily in Europe with backup support for the US. The systems you will oversee touch every area of the organization and your work will enable your colleagues to perform their tasks with speed and efficiency and ensure our company continues to have the highest possible level of AV & IT service.

WHO YOU ARE (REQUIRED SKILLS/ABILITIES):

• Business fluency in English and German required (B2 level or higher)
• At least 5 years of job experience supporting end users, hardware and virtual infrastructures in a Corporate environment
• You have a history of proven customer service achievement based on prior achievements.
• Advanced knowledge of MacOS and Windows desktop and server operating systems
• Advanced Knowledge of networking technology, including TCP/IP, LANS and WANS
• Intermediate knowledge of basic computer hardware
• Strong knowledge of Active Directory administration
• Proficient experience using OKTA or other Identify Management Platforms
• Proficient with Antivirus, Anti Malware and Disaster Recovery Service
• Ability to work independently and collaboratively within a team
• Strong problem-solving skills and attention to detail
• Excellent troubleshooting and diagnostic skills
• Strong communicator, able to speak/write to end users positively and explain technical detail in a manner they can understand with the ability to communicate clearly and succinctly in person, via zoom, phone, email, and chat.
• Demonstrated ability to work well in a fast-paced, iterative, deadline-driven environment
• Strong organizational skills, and ability to prioritize and meet established deadlines, working within a defined SLA
• Experienced working with a ticketing systems
• Ability to work in our Berlin, Germany office at least 4 days a week (Monday - Thursdays, on-site and & Fridays remote, with occasional Fridays in office as needed for meetings).

• Provide technical assistance and helpdesk support for incoming issues related to computer systems, software, and hardware
• Correctly track incidents and calls, including but not limited to entering data into a database timely and accurately
• Provide outstanding customer service by promptly addressing and resolving technical issues reported by end-users
• Communicate technical solutions in a user-friendly manner, ensuring a positive experience for all stakeholders
• Install, configure, and maintain hardware, software, and peripherals
• Deploy equipment (laptop, monitor, keyboard, etc) for new employees, own shipping and logistics
• Manage user accounts, groups, and permissions in Active Directory
• Troubleshoot and resolve issues related to Active Directory authentication and access
• Implement scripting solutions to streamline repetitive processes and enhance efficiency
• Deploy hardware/software updates on laptops
• Train employees on various IT systems and solutions
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems
• Resolve technical problems with technological assets in office, including printers, multi-function units, projects, TVs and conferencing equipment
• Assist in setting up A/V equipment for internal meetings
• Maintain strict confidentiality regarding all access to individual, corporate information, and corporate intellectual property.