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Desktop Engineer L1

Bitterfeld-Wolfen - DEU

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3 days ago

Key Responsibilities:

Perform dispatch/desktop support by attending user locations for issues that cannot be resolved remotely.
Analyze and fix errors for end-user devices in scope (Laptops, Desktops, Printers, Docking stations, peripherals, and mobile phones).
Replace or install hardware component/device according to instructions.
Perform regular, scheduled maintenance on the IT infrastructure (health checks).
Swap out non-functional end-user devices with replacements and perform basic data transfer from the old device to the new one to ensure continuity
Install and connect new hardware for users (install).
Set up and connect new hardware for users, ensuring proper functionality.
Install additional peripherals such as monitors or docking stations as needed.
Dismantle and reassemble IT workstations during relocations (Move).
Coordinate with remote teams for support escalations and keep users informed of progress.
Modify or upgrade existing hardware configurations based on user requirements.
Install or configure software locally when remote deployment or troubleshooting has failed.
Perform regular system health checks.
Ensure antivirus definitions and patches are up to date.
Provide end users with basic training and hands-on guidance on newly installed hardware or software.

Completion & Documentation:

Test the implemented solution with the end user and have them confirm that it is functional.
Document the assignment (tasks performed, replacement parts used, serial numbers, time spent) in the ITSM ticket.
Update the status of the affected asset in the CMDB/asset management database (e.g., assign new device to user, set old device to "defective").
Close the ticket in the system or, if necessary, reassign it to another group (e.g., Remote Desk for a software adjustment).
Conference Room Support and Other Support
Schedule regular maintenance and check-ups on including Audio, Video media to prevent issues before they arise.
Provide immediate support for any technical issues during meetings
Schedule regular maintenance and check-ups to prevent issues before they arise.

Knowledge Management:

Create and document the processes to enable IMAC execution for each software and/or equipment component and obtain client approval for such processes and documentation.
Site-specific tribal knowledge must be documented to ensure continuity, reduce dependency on individuals, and support knowledge transfer.
Maintain and update a list of business owners, contacts, and sites for business-specific configuration and non-standard configuration.
Up-to-date SOPs and KB articles related to operational activities performed to deliver the service across the various support tiers.
Documentation & license management of non-standardized/non-centralized applications or processes.

Local Printer Support:

Installing network printers in client locations, making sure that they are connected to the network and can be used by applications.
Maintaining a list of network printers and resources (such as electronic forms required, etc.) used by the network printers.
In case of hardware issues, contact OEM for resolution
Coordinating with Active Directory management groups to provide access to network printing resources.

Incident and Service Request Management:

Upon receiving and verifying a valid Incident and Service Request, provide the necessary technical support to complete the service request or incident
Review and provide input on the local site-specific details for the documentation.

Mandatory Skills

Desktop/End-User Support/Break-fix/Desk-side/Basic Networking Skills/Windows, macOS, Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network & Compute Support, Software Installation & Upgrades, ITIL/IMAC

Job Number

JO-2606-38137

Job Function

IT Support

Work Type

Onsite

Employment Type

Contract

Salary

Competitive