For one of our customer in Europe we are looking for a IT support consultant.

Location: Munich(hybrid)

Duration: Long-term

Description:

• Answer and qualify calls, tickets, and emails.
• Record incidents in the Service Now ticketing tool.
• Perform problem diagnosis and provide advice for a quick resolution.
• Resolve issues remotely using remote access tools if necessary.
• If unresolved, relay the necessary information for escalation to level 2 support or another service.
• Follow up on requests, write reports, and communicate the results of the qualified incident to the employee.
• Fill the Knowledge base with technical and functional articles.
• Regular onsite intervention in the boutiques as well as to other countries in the market.
• Prepare, install, and configure workstations, printers, and phones.
• Inventory management.

Technical Skills:

• High level knowledge of office tools.
• Advanced skills in operating systems: Windows 10 & 11, Android, MAC OS & iOS.
• Active Directory (GPO configuration and object management).
• Scripting in Powershell and/or VBScript.
• Desired skills in networking (Router, Switch, Wi-Fi Antenna, Proxy, Firewall).
• Planning and organization, analytical skills, customer orientation, results-driven, quick problem resolution, and initiative.
• Writing and disseminating materials and procedures.

Qualification:

• Proficient in English (reading, writing, speaking - advanced level).
• ITIL training or equivalent experience with ITIL applications (GlobalServiceNow).
• Understanding of processes used in ITIL that structure the delivery of IT services.
• Previous experience in IT service and/or IT support for users for at least 5 years.
• Ability to understand the business beyond the daily technical operations of the department.

Professional Aptitudes

• Rigorous, organized, and methodic.
• Analytical ability to handle emergency situations.
• Stress resistance to cope with pressure during outages.
• Strong interpersonal skills with internal and external users.
• Promptness and readiness
• Proactive thinking and self-starter capability