Field Service Engineer

Functional Duties

• Handle deployment, support, maintenance and decommissioning of decentralized IT systems

• Provide Level 1 support for company issuing solutions and handle given tasks related to all issuing solution implementations and maintenance.

• Ensure IMACD (Installation, Move, Add, Change, and Disposal) of decentralized IT hard- and software within agreed SLA terms.

• Assist the incident resolution process at locations with on-site staff.

• Act as 2nd level support and coordinator for decentralized IT incidents and issuing solutions incidents when it is reasonable and when cases are not directly handled by the Service Center.

• Accept, coordinate and prioritize all “customer” requests assigned in ticketing system keeping very high the level of communication with Central Team.

• Ensure correct and timely ticket handling (initiate, track, update and close tickets).

• Ensure diagnostic, classification and fault Isolation of incidents and assess priority and severity.

• Coordinate incident resolution across 2nd and 3rd level.

• Assist in root cause analysis.

• Ensure that all internal and external SLA terms and conditions are met

• Stay up to date with current and upcoming technologies and concepts within his area of responsibility

• Ensure the fast restore of services across all IT systems by identifying and implementing fixes or workarounds.

• Write and improve knowledgebase pages for employees (incl. manuals and FAQs) Support and Improvement Role

• Perform network and system changes together or after preparation with 2nd level support teams

• Prepare specifications, installation and testing of computer systems and peripherals within established guidelines

  • Contribute to audits

  • Perform regular reviews

  • Contribute to workflow optimizations and service catalogue setup

• Minimum 2-3 years of practical experience working with IT systems

Technical skills (1 year or more in one of the below areas):

• Windows, Android, Apple products

• Networking and telecommunications (WAN, LAN, VOIP)

• Active Directory, GPOs, Remote deployment servers

• SCCM, Autopilot, Azure AD, MS Endpoint manager, Intune

• Collaboration tools: Teams, Confluence, SharePoint

• Windows 2012 Servers

• Good English and German language skills (oral & written)

  Experience

• Applicable IT education

• Excellent analytical and problem-solving skills

• Customer service oriented, with operational "hands-on" attitude

• high quality standards, accuracy and risk awareness

• excellent communication skills, especially within a multicultural global organization

• Independent, goal-oriented and self-motivating personality

• Organizational skills and the ability to prioritize workload

• Some understanding of the ITIL v3 ITSM best practice guidelines (ITIL foundation

  certification is a plus)