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Technical Support specialist in IT (Munich)

Hi, all together, Discovery Channel in MUC is looking for Technical Support specialist.
Technical Support Specialist
Your Responsibilities
 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.
Your Profile
 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

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