DSS L1- BASEL, SWITZERLAND

Job Description

The position of Deskside Technician – End User Computing performs troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment at corporate locations.

The candidate works on assignments of a diverse scope where analysis of data and hardware requires evaluation of identifiable factors. The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution.

Essential duties for the position include, but are not limited to the following :

Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs

Resolve incidents and problems associated with EUC equipment

Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future

Support Authorized Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments

Provide repair and maintenance for mobile devices

Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)

Provide software break / fix services and replacement of non-warranty assets for end users

Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP / IP output

Provide warranty and break / fix support for networked printers and scanners

Configure and support end users on mobile computing platforms

Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc

Create, change and remove printer configurations and queues based on requests and in accordance with SLAs

Provide on-site hardware support for general troubleshooting and problems for end user computing technologies

Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.

Utilize problem management database and systems to track and report on customer calls and requests.

Communicate technical information to technical and non-technical team and customers.

Deskside support services as required.

Requirements

Experience :

Requires 3 to 5 years of related work experience

Sound knowledge of imaging tools (Ghost, MDT)

Sound knowledge of data backup and recovery tools (USMT)

Installing, upgrading, and migrating to Windows 7 / 10

Deploying Windows 7 / 10 in large enterprises

Configuring hardware and applications

Configuring network connectivity

Configuring access to resources

Configuring mobile computing

Monitoring and maintaining systems that run Windows 7 / 10

Configuring backup and recovery options

Requirements

Requirements : :

• Previous experience in IT support or helpdesk roles (Level 1 support or equivalent).
• Basic knowledge of network concepts (VPNs, switches, routers, Wi-Fi).
• Proficiency with Windows and MacOS operating systems.
• Familiarity with imaging and deployment tools (preferably VMware or similar).
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills for providing effective user support.
• Team-oriented with the ability to collaborate with colleagues across different levels.
• German C1 Level