Desktop Support Specialist

We are having Multiple Positions:

Lead Technician/Desktop Support Engineer.

Locations : Celle, Huerth , AHRENSBURG, WUNSTORF

Job Descriptions:

Lead Technician:

• Experience in handling a EUC team of minimum 10 people and above

• Should have a sound knowledge on the Local work laws along with strong German skills

• Monitoring the Service Now Queues, ticket handling, publish reports on the backlog, unassigned tickets

• Assist the team on the challenging tickets

• Strong people management skills

• Understanding of ITIL process, maintaining SLA's, CSAT's and Service Now

• Responds to and diagnoses complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams

• Expertise in Windows platform 10 and 11 OS, good understanding on Bitlocker understanding

• Prioritize and resolve customer and other team issues as soon as possible.

• Ensure that incidents and requests are handled according to customer needs and priorities

• As needed, escalate tickets to the respective assignment groups

• Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values

• Participates actively in projects as assigned

• Asset Inventory management

Technician/Desktop Support Engineer:

• Responds to and diagnoses complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams

• Expertise in Windows platform 10 and 11 OS, good understanding on Bitlocker understanding

• Understanding of ITIL process, maintaining SLA's, CSAT's and Service Now

• Prioritize and resolve customer and other team issues as soon as possible.

• Ensure that incidents and requests are handled according to customer needs and priorities

• As needed, escalate tickets to the respective assignment groups

• Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values

• Participates actively in projects as assigned

• Asset Inventory management

German Native speaker

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.