IT Deskside supports

Deskside/Tech bar & VIP Support Specialist

• Monitor intake channels (phone calls, texts, emails, Slack, ServiceNow tickets) to respond quickly to user issues.
• Provide face-to-face support to VIPs, resolving technical problems or escalating as needed to restore service efficiently.
• Offer customer service, troubleshoot computer issues, and provide hardware and application support.
• Perform on-site or remote servicing, repair, and installation of computer hardware, software, and networks.
• Provide deskside support to employees for hardware, software, network, and other IT-related issues.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to email messages, phone calls, and ServiceNow tickets for clients seeking help.
• Provide remote support and resolve tickets within the agreed SLA and with high customer satisfaction.
• Image and deploy new laptops/desktops and install authorized software.
• Document, track, and monitor incidents using ServiceNow or similar systems.
• Support hardware, peripherals, enterprise software, device provisioning, re-imaging, and international travel device support.
• Assist with IMAC (installs, moves, adds, changes) activities and technology upgrades.
• Ensure compliance with security and confidentiality policies.
• Support Audio-Visual conferencing technology and live meeting streaming services.
• Collaborate with cross-functional teams to improve support and user satisfaction.
• Perform password resets and provide user account support.

• Participate in Depot support, including hardware replacement and configuration.

• Perform Asset Management, tracking inventory, asset tagging, and ensuring lifecycle compliance.

Essential Skills:

• Expertise in supporting End User Computing hardware and software (Windows and Mac), mobile devices, printers, MS Office, remote access, video conferencing, and VDI.
• Experience with tools like Active Directory, SCCM, JAMF, Nexthink, and similar platforms.
• Strong subject matter expertise in hardware troubleshooting, reimaging, data migration, and break-fix activities.
• Ability to manage workload efficiently and resolve executive-level technical issues promptly.
• Strong organizational, documentation, and analytical skills.
• Excellent communication skills with the ability to explain technical issues clearly to executives.
• Willingness to handle physical tasks like moving IT equipment and carrying device boxes.
• Proficiency in system administration tasks and supporting enterprise technology services.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong customer service focus and commitment to delivering high-quality technical support.
• Familiarity with ServiceNow or similar ITSM tools.
• Ability to multitask, prioritize tasks, and manage time effectively.
• Understanding of ITIL processes and best practices.

Required Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field (or 2+ years of additional experience).
• 3 to 5 years' experience in a Deskside Support role, with at least 3 years in face-to-face support.
• 3+ years supporting both Mac and Windows platforms.
• Networking skills (VLANs, DHCP, DNS)
• the language requirement are: Fluent local speaker (German) and English at business level.

Preferred Qualifications:

• Industry certifications such as A+ and ACMT.
• Desktop Support or Customer Service Certifications.
• ITIL Foundations Certification.
• Hardware repair and OEM certifications.
• Experience with ServiceNow ITSM tools