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The primary role of the IT Support Engineer is to provide End User Computing support and delivery of agreed services to WK internal users. Responsible to conduct incident diagnosis, manage requests; provide smart hands assistance, handle project related work; case management tasks; documenting KB solutions. Support Tech Bar and assist with Quarterly Disposal Process. The position may require working extended hours, occasional night and/or weekend work as required.
As an IT Support Engineer, you will be responsible for the on-going advanced support, maintenance, upgrade and use of computer and telecommunications systems. In this role you will support the Business Unit with Workplace Technology and you will resolve non-standard end user inquiries, L2 incidents and effect resolution via phone, email, user-portal or by directly engaging with the user's systems to apply hands on resolution as required. Additionally you are responsible for local and global server-based applications on an operational and project-level.Essential Duties & Responsibilities:• Provide desktop support for all company PCs, mobile devices, printers and associated devices• Provide technical support internally, via phone, email, user-portal, including coordinating necessary actions and departments to resolve issues• Troubleshoot, escalate and manage tier 2-3 help desk issues and security incidents• Provide Advanced level application training/support (anti-virus, e-mail, mobile devices, etc.)• Manage hardware and software inventory and management• Organize, inventory and manage IT storage facilities• Manage inventory of year-round production• Manage OS and software application updates/patches• Manage 'checkout' and tracking of loaned hardware (laptops, software, etc.)• Manage and coordinate hardware repairs• Ability to troubleshoot advanced hardware problems• Advanced experience with computer software applications (Outlook, Internet Explorer, MS Office, etc.)Other Duties & Responsibilities:You may perform other duties as assigned by management like:• You plan and execute the setup, centralization and optimization, as well as the strategic expansion of our IT infrastructure• You recognize optimization potentials in existing processes and convert them into practical solutions• You independently carry out infrastructure projects from planning, implementation and installation through to handover and quality control• You adapt and improve standardized solutions tailored to global requirements• You provide and operate central Onsite-services (DHCP, Print servers, Storage solutions, DNS, AD)JOB QUALIFICATIONSBachelor's degree in Information Technology or equivalent experienceA minimum of 3 years of very strong Microsoft Windows Clients and Servers experienceA minimum of 3 years of Microsoft Office 2013/2016 experiencePreferred Qualifications: (Includes Minimum)You have many years of professional experience in larger IT landscapes and in dealing with service providers as well as internal and external customersYou have in-depth knowledge of complex server/client structures (with a focus on Windows). Further knowledge in Linux, Mac, virtualisation, security-management-solutions and MCSE-certification is a strong plusStrong skills with windows services (AD, Office 365, Azure)Strong experience in a Desktop Support role and with maintaining End user-devicesExperience with the ITSM (process improvement frameworks and methodologies)Experience with IBM BigFix preferredMCITP, MCP, MCSE, or MCDST preferredExpert level Windows 10 & Office 365Experience with IOSAdvanced understanding Network Services and TelephonyOther industry certifications a plus (HP, CompTIA A+, etc.)Additional Skills, Knowledge & Abilities:Ability to support customers in an customer-oriented and effective wayListens to and anticipates customer's needs and ensures they are metAbility to work independently with minimum supervision, manage own daily schedule and prioritize activitiesExcellent verbal and written communication skills in local language and EnglishAdapts communication style to audience and ability to work in team environmentContinuously learns and develops self and builds a culture of trust and respectAbility to work in high-pressure and fast paced environmentAbility to work in an international environmentTakes personal ownership and responsibility for delivering on commitments and business objectivesGenuine aptitude and interest in computers and networking technologyEncourages and generates new and creative solutions#LI-Remote