End User Support Engineer

Role Overview

This position focuses on providing comprehensive deskside, tech bar, and VIP technical support. The specialist will manage multiple communication channels to address user concerns promptly and deliver in-person assistance to high-profile users, escalating issues when necessary to ensure swift service restoration.

Key Responsibilities

• Monitor and respond quickly to queries via phone, text, email, Slack, and ServiceNow tickets.
• Deliver face-to-face support to VIP users, solving technical problems or escalating for resolution.
• Offer customer service by troubleshooting computer hardware, software, and network issues both onsite and remotely.
• Perform installations, repairs, and maintenance of computing devices and enterprise software.
• Deploy and image new laptops/desktops with authorized software.
• Document and track incidents through ServiceNow or equivalent systems.
• Support enterprise peripherals, device provisioning, re-imaging, and provide device assistance for international travel.
• Assist with installs, moves, adds, and changes (IMAC), and upgrade technologies.
• Ensure adherence to security and confidentiality policies.
• Manage support for audio-visual conferencing and live meeting streaming technologies.
• Collaborate across teams to enhance support quality and user satisfaction.
• Reset passwords and provide user account management support.
• Participate in depot services including hardware replacement and configuration.
• Oversee asset management activities such as inventory tracking, asset tagging, and lifecycle compliance.

Essential Competencies

• Proficient in end-user hardware and software support for Windows and Mac platforms, mobile devices, printers, MS Office, remote access, video conferencing, and VDI.
• Experienced with management tools including Active Directory, SCCM, JAMF, Nexthink, and similar applications.
• Strong skills in hardware troubleshooting, reimaging, data migration, and break-fix procedures.
• Effective workload management and the capability to resolve executive-level technical issues efficiently.
• Excellent organizational, documentation, and analytical skills.
• Ability to articulate technical information clearly to executive users.
• Physical capability to handle equipment movement and related tasks.
• Competency in system administration and enterprise technology support.
• Independent and team-oriented work ability in dynamic environments.
• Customer service commitment with high-quality technical support focus.
• Familiarity with IT service management tools like ServiceNow.
• Multitasking, prioritization, and time management skills.
• Understanding of ITIL standards and best practices.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a comparable qualification; alternatively, two or more additional years of relevant experience.
• Between two to five years of deskside support experience, including a minimum of three years providing in-person technical assistance.
• At least two years of support experience across both Mac and Windows operating systems.
• Networking knowledge encompassing VLANs, DHCP, and DNS.
• Fluency in German for local communication and business-level English proficiency.

Preferred Credentials

• Certifications such as A+, Apple Certified Mac Technician (ACMT), desktop support, or customer service credentials.
• ITIL Foundation certification.
• Hardware repair and Original Equipment Manufacturer (OEM) certifications.
• Experience using ServiceNow ITSM platforms.