Junior IT Support & Service Desk Administrator

Job description

Every big company starts small. What was once a small garage project is now one of the 35 most visited websites worldwide! Our teams have worked hard to get us here, and we’re looking for dynamic minds to keep pushing us forward. Join our #DoclerSquad and work with peers from over 30 different countries. Let’s tackle exciting projects together while having loads of fun and helping to shape the #LifeAtDocler.


You will be playing a vital role in our organization supporting our end users on a day-to-day basis. The primary focus of your role will be to provide a technical support and an outstanding service to your colleagues onsite or remotely. You will be responsible for interacting with and supporting all levels of users in the business, from developers (mostly), finance, operations and fellow engineers.



With us you will…

  • Processing of the request in Service Desk system - Jira Service Desk (troubleshooting, fixing or escalating to next level support)
  • Fixing incidents with OLA (operating level agreement) conditions otherwise escalate it to the next level support
  • Users support for any IT problem via any communication method (face-to-face, skype, phone, voIP, im, mail, Service Desk system) with high loyalty to the VIP consumers
  • Maintain documentation (knowledge database) among entire support team, keep it up to date, create Standard Operations Procedures
  • Creation and sending multi-messages (notices, warnings, information) via e-mail, mail etc about IT issues or news
  • Collaboration with service providers
  • Hardware support (diagnosis, maintenance and repair at modules level)
  • Software support (installation, recovery, consultancy)
  • Asset handling (End user equipment preparation, SW installation, Inventory, labelling, track)
  • Printing/scanning equipment and services support
  • IT stock management
  • Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis
  • Identify needs for End User training / tutorials and deliver them
  • Other senior management orders\assignments


Requirements

What we expect from you...

  • Proven work experience as Desktop Support Engineer or Support Technician
  • Good knowledge in Windows \ Mac configurations and be able to troubleshoot any hardware or software issue
  • Ability to solve complex hardware and software issues
  • Good understanding how to troubleshoot network issues (DHCP, DNS, Ping, traceroute, nc)
  • Python or any other scripting language is a plus
  • A\V support experience
  • Knowledge for JAMF and SCCM
  • ITIL: Foundation certification is a plus
  • Customer focusing. Politeness, loyalty in any aspect
  • Resistance to stress, ability to work under pressure
  • Good written and verbal communication skills


In return, you will get…

  • An attractive salary package that matches your role and responsibilities.
  • Relocation package and possibility of moving assistance by a relocation agency
  • Multicultural team with 30+ nationalities
  • Creative office with chill rooms located in a prestigious area of Kirchberg.
  • Private health insurance, meal vouchers, additional holidays based on length of employment, daily fruits, tea, coffee, and vitamins


We are in it for the long haul so your future is safe with us.

We are always on the lookout for fresh talent to join our #doclersquad!

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