Service Desk Engineer - Bi-lingual German/English

Position: Service Desk Engineer - Bi-lingual German/English

Reports to Help-desk Manager

Location: Dusseldorf, Germany - 5 days based in the office

Job role:

• Act as the first point of call for instructed users in our German Office and maintain professional and stable user relationship.
• Accountable for logging support incidents/requests or enquiries for end users.
• Courtesy calls to end users, sending emails to ensure 100% user satisfaction and completing tasks assigned by manager.
• General IT administration duties such as, New User registrations, ID Inventory's, Smart Device Billing, and other administrative tasks as per request.
• Act as an extension of the London office EU Helpdesk Team and uphold our values and processes.
• Resolve IT technical issues for users and support overseas users and IT teams.
• Conduct customer facing project implementation work as required.
• Smart device (iPhone/iPad) configuration and support.
• Work with customers and stakeholders to help realise IT related requests.
• Adhere to customer processes and regulations.
• Provide detailed reports of issues and problems.

Responsibilities:

• 1st line IT technical support for EMEA & CIS regions.
• Answering helpdesk calls and logging them into helpdesk tool with correct information.
• Troubleshooting and resolving 1st line support issues.
• Complete IT administration tasks as assigned.
• Provide assistance and knowledge sharing with other engineers.
• Occasional travel if required.
• Technical design and support for projects and user requests.
• Adhering to customer and company rules regulations and procedures.
• Champion the London office values and processes.

Technical expertise:

• Entry level, recent graduate level, or 1-2 Years' experience in working in a fast-paced help-desk environment.
• Experience providing 1st line support or willingness to learn.
• Experience in PC imaging and new user setups.
• Experience in basic networking and troubleshooting, TCP/IP, DNS and DHCP.
• Desktop Support for Windows based applications.

Qualifications:

• Language: Must be able to speak German and English.
• College diploma or University degree in an IT related technical subject.
• Microsoft Certifications (MCSA, MCP)