Job Responsibilities:

• Working with ITSM tools and achieving agreed SLAs;
• Troubleshooting and repairing hardware issues, providing proximity support for specialized systems within the technician's local area of responsibility;
• Installing customer-approved software;
• Basic network troubleshooting;
• Isolating or resolving customer-supported printer and multifunction device issues;
• Providing advanced software troubleshooting and support remotely using support tools and processes;
• Troubleshooting mobile device issues and remote access issues;
• Escalating tickets that cannot be resolved by Stefanini to the appropriate client or third-party support group for resolution;
• Conducting spare part and loaner pool management;
• Contributing to the creation of KBs and sharing shift-left knowledge from Field Service to Service Desk;
• Install/Move/Add/Change/Remove/Dispose (IMACR/D) services;
• Cascading and deploying PCs/Macs to end users;
• Carrying out new joiner onboarding when required;
• Configuring and deploying telephones and PCs/Macs post-image;
• Deploying IT equipment; imaging and staging PCs/Macs or mobile devices (including activation where necessary with the respective regional carrier);
• Managing equipment inventory and lifecycle following the customer's approved process;
• Communicating with the IT team on a day-to-day basis regarding escalations and issues;
• Directly engaging in general IT support as required. This may include, among other things:
• Face-to-face and remote desktop and POS support;
• Managing infrastructure for payment terminals;
• HO and Back Office team support;
• Setup and configuration of new routers, switches, and firewalls;
• Onsite cabling;
• Hardware support (workstation, laptop, printer repair and replacement);
• Site hardware audits;
• Software deployment and troubleshooting.
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Job Requirements

Your Profile:

• Bachelor's degree and/or equivalent experience in Information Technology or Computer Science;
• Proven ability to deliver multi-site infrastructure related projects;
• The ability to manage multiple projects / activities at a time, and to prioritise appropriately;
• Excellent written and verbal communication skills;
• Flexibility to work outside of working hours as necessary;
• The ability and visa authority to travel 20% of the time within Europe;
• Excellent problem-solving abilities;
• A solid, working understanding of Windows domain services (DNS, DHCP, RADIUS, etc.);
• Fluent in German and English;
• Must have authorization to work and remain in Germany.
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Nice to have:

• Relevant technical qualification (MCITP / CCNA / VCP etc.);
• Experience with cloud-based communication systems;
• Experience working across multiple regions and cultures.
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