ASSOCIATETECHNICAL SERVICES ENGINEER
Job Purpose :
The role holder is performing routine activities, working to Service LevelAgreements in business as usual situations in network, security or generalsystems.
This servicecomponent covers further remote support for end user related incidents as anextension of Service Desk to effect a resolution where more complex technicalexpertise or system access is required.
This function covers a broad range oftechnical knowledge concerning end user devices from client operating system toagreed applications.
The role holder will seek assistance when unexpectedsituations / problems arise and will work closely with other team members.
Daily tasks of the role holder include :
Account management (AD,Exchange, O365, SharePoint)
Remote troubleshooting ofWindows 7, Windows 10, O365 and its components
Basic Exchange Online and OnPremise support
SCCM Applicationinstallation on single devices
RSA Console Management
SCCM Patching and Remediationactivities
Basic virtualization support
Daily health checks of coreinfrastructure
First point of technicalcontact for Major Incidents during OOH
Basic troubleshooting ofWindows servers
Key Accountabilities :
Technical Capability. Fully able to support routinetechnical queries related to a single product / small set of products (e.
g.Microsoft products, operating system, basic networking, PCs) and able tosupport less experienced team members.
Business Awareness. Develops an understanding ofcustomer’s environment and service delivery requirementsto enable the delivery of a first class service.
Process. Documents actions taken in resolving routine customerenquiries ensuring established processes / systems are followed.
Problem Solving. Takes ownership for listeningto and understanding basic customer problems asking relevant questions toresolve typically known problems within required timescales.
Knows whenproblems need to be escalated to ensure satisfactory resolution.
Service Level. Escalates issues as necessaryto deliver required service level and meet or exceed customerexpectations / Service Level Agreements.
Team Working. Acts as a team player and is viewed by colleagues asa helpful and effective member of the team.
Required experience :
English Speaking written and spoken required (at leastB2) (German good to have)
1 year experience in Service desks or related ITservices (2nd line )
Technical understanding of any of the followingtechnologies : Linux / UNIX; Microsoft products, operating systems, databases,basic networking;
Server deployment, security, evaluate and modify system'sperformance; Perform testing and evaluation of systems and software.
Understanding Service Desk Process
Service Level Controlling
Readiness for work 24 / 7