Senior Technical Support Engineer with German

Description

Why Ness

We know that people are our greatest asset. Our staff’s professionalism, innovation, teamwork, and dedication to excellence have helped us become one of the world’s leading technology companies. It is these qualities that are vital to our continued success. As a Ness employee, you will be working on products and platforms for some of the most innovative software companies in the world.

You’ll gain knowledge working alongside other highly skilled professionals that will help accelerate your career progression.

You’ll also benefit from an array of advantages like access to trainings and certifications, bonuses, and aids, socializing activities and attractive compensation.

Requirements and responsibilities

What you’ll do

• Providing Tier II support for corporate desktop/laptop computer infrastructure supporting office-based clients and remote users;
  
• Install, maintain, troubleshoot and upgrade desktop/laptop hardware and software;
  
• Management of user rights and security settings at desktop/laptop computer level;
  
• Rollout experience of large Windows upgrades;
  
• Hardware support of LAN based printers and local printers;
  
• Desktop/Laptop imaging solutions – SCCM a plus;
  
• Remote access tools such as RDP or TeamViewer;
  
• Active directory management tools such as Microsoft’s Group Policy Management Console (GPMC);
  
• Support of Microsoft Windows 7, Windows 10, Microsoft Outlook, Office365;
  
• Cisco Call Manager administration;
  
• Support of VPN connectivity technologies for traveling/remote users (Check Point Mobile a plus);
  
• Implementation, administration, and support of backup technologies for hardware and software;
  
• Implementation and support of anti-virus solutions;
  
• Familiarity with LAN/WAN components and protocols: TCP/IP, DHCP, DNS, switches, routers and wireless connectivity. Required to support systems/networking teams with onsite server room;
  
• Strong analytical, problem solving & communication skills;
  
• Installation and connectivity support for approved handheld devices – activating iPhone, Android, using Microsoft Intune;
  
• SIM card activations;
  
• Mobile device inventory management;
  
• Equipment Order Process;
  
• Take technical escalations from first level support.;
  
• Investigate and reproduce possible product defects and proved details to Service Engineers;
  
• Manage operations incidents working with the NOC to provide the customer perspective of the incident;
  
• Become an expert of the network architecture required to support our client's services;
  
• Answer difficult technical questions, solve technical problems, and suggest appropriate workarounds;
  
• Utilize network performance monitoring tools to isolate and root cause issues;
  
• Provide quick and accurate handling of support interactions – phone, chat, screensharing, email ETC;
  
• Go the extra mile to follow-up with customers, ensuring issues are resolved and customers are satisfied;
  
• Respond promptly to customer support issues while keeping detailed case notes;
  
• Manage customer expectations and experience to deliver high customer satisfaction and increase retention;
  
• Manage escalated issues and collaborate with other internal departments to expedite resolution;
  
• Regularly achieve and exceed service level agreements and quality/customer satisfaction.
  

What you’ll bring

• 5+ years of experience in an enterprise supporting LAN/WAN/VPN/Wireless infrastructure environment that has both office based and remote end-users;
  
• Experience meeting all the IT needs of a local office from new hires, adds/moves/changes, level II troubleshooting, and being the face of IT globally;
  
• Excellent Customer Service skills and must be able to work alone and with remote teams;
  
• Degree in Computer Science or Information Technology – desired (or equivalent work experience);
  
• CompTIA  A+ or MCP certifications – desired;
  
• Fluent in English and German;
  
• Excellent Customer Service Skills is a must.

Additional skills

• ServiceNow (SNOW) service management experience a plus.
• Fluent in French or Spanish is great bonus

Not checking every single requirement?

If this role sounds good to you, even if you don’t meet every single bullet point in the job description, we encourage you to apply anyway. For most of the candidates that applied, we found a role that was a very good fit with their skills.

Let’s meet and you may just be the right candidate for one of our roles.

At Ness Digital Engineering we are willing to build a work culture that is based on diversification, inclusion, and authenticity.