Role Overview:
This position is responsible for supporting the migration of devices from Windows 10 to Windows 11. The candidate will serve as the primary point of contact for end-users and assist in the resolution of issues related to the migration process. The role requires a mix of technical expertise, user support, and coordination between different teams to ensure a smooth transition to Windows 11.
Key Responsibilities:
End User Support:
Act as the primary point of contact for end users with questions or issues concerning the device migration to Windows 11.
Provide guidance to end users on the appropriate channels for issue resolution (e.g., ticketing system, user guides, FAQs).
Help users troubleshoot and resolve issues during the migration process, especially when remote assistance is not viable.
Provide hands-on assistance for any break-fix scenarios during the migration process.
Collaboration and Coordination:
Work with technical experts, Device Migration SMEs, and the project team (onsite or remotely) to ensure successful migration.
Coordinate and track the progress of device migrations, ensuring timelines and milestones are met.
Assist in preparing materials and guides for end-users and the project team, including training materials, FAQs, and other resources.
Onsite Presence:
Be available full-time onsite during business hours to support the migration process.
Provide direct support to end-users for Windows 11 migration, including any preparatory steps like access to systems or further training.
Incident Management:
Actively support incident management, especially in scenarios where remote support is not available.
Provide timely troubleshooting and issue resolution in-person to minimize any disruptions to the end users.
Training and Documentation:
Ensure that proper documentation is provided for both end users and IT staff.
Assist with the creation and dissemination of user guides, FAQs, and other informational materials to ensure a smooth migration experience for all stakeholders.
Qualifications and Skills:
Education:
Bachelor's degree in Computer Science, Information Technology, or a related field.
Experience:
3+ years of experience in Windows system administration at L2 and L3 levels.
Hands-on experience supporting Windows 10 and Windows 11 environments.
Familiarity with device migration processes and troubleshooting break-fix scenarios.
Technical Skills:
Strong knowledge of Windows 11 and associated technologies (e.g., security settings, deployment, updates, etc.).
Familiarity with virtualization platforms such as VMware or Hyper-V.
Proficient in Active Directory, Group Policy, DNS, and DHCP administration.
Certifications:
Relevant certifications such as MCSA, MCSE, or equivalent are highly desirable.
Communication Skills:
Strong communication skills in both English and German, with the ability to clearly articulate technical issues to non-technical users.
Interpersonal skills to work effectively with end users, technical teams, and project stakeholders.
Problem-Solving and Analytical Skills:
Excellent problem-solving and troubleshooting skills with the ability to analyze complex issues and provide timely resolutions.
Additional Requirements:
Ability to work independently and as part of a team.
Strong organizational skills to track and manage multiple devices and users during the migration process.
Willingness to support onsite tasks, including providing in-person support and training during the migration process.
Job Locations:Frankfurt, Berlin, Stuttgart, Bremen