IT Support Engineer( L1 L2 support)
Exp Level 7 – 10+ Years
Location Copenhagen, Denmark ( Onsite)
Duration 3-6 months
Job Description
We are looking for Onsite Support Engineers who can assist our clients in solving complex technical issues. They will be responsible for computer hardware, software and peripherals. Onsite support is the third point of escalation for the resolution of desktop, laptop or printer related incidents, service requests and connectivity issues.
Provide On-Site Support A Field Support Engineer must respond to all client queries. This position may require working after hours as well as a presence on-site. The professional collaborates with other network/technical professionals in the organization to devise suggestions for expediting maintenance and troubleshooting procedures. They document all relevant departmental and field activities and resolve the complexities.
Network Maintenance Onsite Support Engineers ensure that client networks operate consistently and efficiently. They confirm consistent up-time of routers, servers, and networks. They must engage in routine maintenance check-up with other network/technical professionals.
IT Asset Management Onsite Support Engineer will be responsible to manage, control and maintains inventory of IT assets (Hardware) throughout their life cycle. Tracking, monitoring, and recording hardware assets to ensure compliance with company’s finance records.
Operational Requirement
- Provides third level investigation and diagnosis
- Resolves and closes incidents/service requests as per help desk procedures & within SLA
- Escalates unresolved incidents/service requests within agreed timescales
- Logs relevant incident/service request details per help desk procedures
- Communicate with client regarding incident progress
- Ensures tickets are always updated until issues are resolved
- Liaises with clients, other IT support groups and 3rd party providers when necessary
- Performs imaging/reimaging of PCs
- Performs IMAC (Install, Move, Add and Change)
- Conducts hardware and software maintenance and support
- Troubleshoots and resolves PC incidents and/or VIP requests
- Coordinates with vendors for hardware repair
- Assists with Site IT security issues and virus elimination
- Assists Server Team when server maintenance is required
- Creates/maintains documentation on Ticketing tool
- Special events coverage
- Local network support and/or assists centralized Network team
- To work on the assigned project for EUC.
Core Competencies
- Communication skills - Excellent oral and written communication skills
- Strong Computer Skills and the Ability to Troubleshoot and Diagnose complex problems
- Exposure to and knowledge of Microsoft Active Directory, Intune and Office 365 concepts and administration
- Experience handling L2/L3 troubleshooting for Windows & MAC OS
- Experience with Citrix and Microsoft Remote Desktop concepts and administration
- Knowledge of DHCP, IP routing, VPN, and firewall concepts
- Experience in supporting minor hardware repairs (Desktop & Laptop)
- Experience in phone system administration
- Experience in working on tickets in ticketing tool