Senior Helpdesk Engineer

For our international client in Munich, we are currently looking for a

SENIOR HELPDESK ENGINEER (60-80%)

This role is a hands-on role providing 1 st , 2 nd and 3rd line support of computers, applications, systems, video conference and phone systems to staff in Munich and throughout the organization across all offices. It includes helping users via phone, email and face-to-face with a wide range of challenges and issues. The role involves responding to issues raised via the firm’s helpdesk ticket system as well as dealing with telephone calls and face-to-face requests. It may involve working in other offices very infrequently, for particular projects.

Your profile:

• Strong knowledge of Microsoft operating systems
• Demonstrable troubleshooting skills
• Advanced experience with Microsoft Office products including Word, Excel and Outlook
• Excellent telephone manner, written and face-to-face communication skills
• Fluent in both German and English speaking; intermediate in English writing
• Previous 1st and 2nd line and ideally 3rd line support experience

Good to have skills (but no must-haves):

• Experience in Citrix desktop environments and with Citrix Director
• Knowledge and experience of Microsoft Active Directory
• Experience working with Windows 10 and 11 Pro, 2019, 2022, Mac OS.
• Microsoft Office 2019
• Teams and Zoom; desk and conference room support
• Mobile Apple iOS and Android, Citrix XenMobile MDM
• Dell WMS thin client management; thin and fat client PCs 2019-2021 LTSC IoT
• SCCM and WMS deployment
• Working in multi-site Enterprise environments
• Microsoft Exchange administration
• Ivanti Appsense Application Control and profile Environment Management
• Mimecast
• GoTo Assist, or other remote management tools
• Acrobat Adobe and FoxIT
• Dragon voice recognition

Key Responsibilities:

• Provide early morning and UK public holiday 1st, 2nd and 3rd line support coverage.
• Provide response and fixes to 1st , 2 nd and 3rd line technical support queries professionally and efficiently, maintaining a high degree of customer service
• Manage their own Helpdesk ticket queue in a timely and efficient manner and on occasion, the ticket allocation for the team
• Where required provide notes on escalation working with the UK 3rd line support engineers to resolve issues ensuring users have regular and clear communication
• Document all calls in the firm’s call logging helpdesk software, ensuring all calls have complete notes and resolution information
• Working on and assigning tickets being mindful of SLAs, rotas and understanding urgency and priority of calls
• Daily systems check, monitoring and IT administration
• Support users in the use of computer equipment, systems and software providing training where required
• Escalate advanced, complex, or otherwise unresolved calls to 3rd line support engineers

If you are interested in this position and would like to learn more about it please send your CV to meike@approachpeople.com