Role: Support Desk Analyst
Location: Berlin, Germany - 42 65189 Wiesbaden, Hasengartenstr, Germany
Is it Onsite/Remote/Hybrid: Onsite/Hybrid - Hybrid
Language: German is must
Start Date: Immediate
Job Description
Serve as an escalation point for user support tickets
Previous knowledge working with Service NOW
Able to prioritize tasks and communicate updates
Create and maintain documentation for IT procedure/practices
Update and/or create knowledge articles
Manage Windows PCs and mobile devices
Configure and setup laptops for new users
Troubleshoot both hardware and software issues
Collaborate with internal IT on deploying network equipment
Assist in the installation of firewall, switches, and access points
Must have a basic to intermediate level experience working with networks.
Able to physically connect devices, and trace issues from user endpoint to Demarc.
Must know basic networking concepts, such as
Protocols: DNS, DHCP, TCP/IP, NTP
Purpose of firewall, switch, access point
Intermediate level understanding of network topology
Able to troubleshoot network issues to identify the root cause
Must have 2 - 3 years of Office/Microsoft 365 experience, working with
Outlook, Word, Excel, PowerPoint
OneDrive & SharePoint
Intune, Exchange Online
Must be able to take lead or initiative in working issues through resolution.
Contact vendors or work with other departments/group to facilitate a fix
Provide timely updates to all parties involved