Technical Support specialist in IT (Munich)
Hi, all together, Discovery Channel in MUC is looking for Technical Support specialist.
Technical Support Specialist
Provides 1st and 2nd level technical support for IT hardware and software
Provide executive support for a limited number of senior executives.
Exercises empowerment and judgment within defined procedures and practices to determine appropriate action.
Properly document resolved incidents into the ServiceNow system.
Update workstations / laptops’ operation system images as needed.
Build & deploy hardware to end user community as part of the provisioning process.
Recommends hardware and software solutions, including new acquisitions and upgrades.
Provides updates in ServiceNow to assist in management of hardware inventory to ensure asset control, proper deployment and maintenance.
Assist in software rollouts and project / technology delivery.
Collaborate with other Global IT teams to resolve issues and participate in projects.
Ensure timely communication & resolution of issues to agreed SLA.
Ability to diagnose and resolve issues with Windows 7, Apple, and a variety of PC applications.
Liaison with key 3rd party suppliers and internal resolver groups when needed.
Provide reports on customer service issues.
Provides support when offices are built and/or relocated
As a member of the Global Customer Support team, support the implementation of the global desktop support standards, processes and documentation.
Delivery of standard and non-standard solutions and services to all locations
Communicate with other internal service departments.
Ensure that Provisioning requests are managed and deployed timely and efficiently.
May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.
Communicates highly technical information to both technical and non-technical personnel
Any other ad hoc responsibilities as requested by the Director – Global Desktop Operations and Engineering or IT Services Manager.
Experience in an Enterprise-level support environment
Strong communication (to client, team and management) and strong customer facing skills (both verbal and written)
Working knowledge of ITIL required. Foundation certification desired.
Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end-users.
Ability to prioritize workload within each day
Must work assigned schedule in order to provide support for end-users
Solid critical thinking, analytic and problem solving abilities
Willingness to travel to the satellite offices if required.
Solid experience with Windows 7, Mac and MS Office (both desktop and laptop)
Ability to use a call management system (Servicenow).
Lotus Notes & Domino experience a plus
Expericence in supporting: remote access (VPN, Citrix), SMS/SCCM
Ability to build, configure, deploy and trouble shoot the desktop/laptop/printing/blackberry environment (Wintel and Mac)
Solid understanding of Microsoft’s Active Directory to help with design and planning for new office setups and to help with project management during M&A activities that may require AD modifications.
SMS Deployment understanding and working knowledge of architecture to aid in developing support structure to manage infrastructure.
Understanding of TCP/IP, WINS, DHCP, DNS, Active Directory, Group Policy Objects, Windows Protected content Domains
Experience of infrastructure hardware support - including NetApp, Juniper, HP Servers and Cisco
Change management coordination as well as development & management of local/regional infrastructure projects
Experience with AV (Cisco,Tanberg, Crestron), Voice over IP and IPTV technologies are desirable
Able to demonstrate flexibility, including flexibility in working and changes in process
Show initiative and positive attitudes when dealing with problems
Ability to speak a second language a plus
Strong follow-up skills is a must
Highly motivated with the ability to assimilate and learn new technology
Should you have an interest, pls send me your CV: Protected content Best, Anna