IT Support Analyst - Qualcomm Berlin in Berlin

Company:

Job Area:

General Summary:

We are looking for an experienced 2nd Line Support Engineer to join our friendly support team, you will be based in Berlin but supporting multiple offices around the region. This role involves providing onsite and remote support. As you will be working within a team environment for a US company and will be speaking to customers, your communication skills must be very strong in German and English. You will need to have the technical ability to problem- solve user queries and familiarity with Microsoft 365, Teams, Active Directory. You may provide local hands-on support for other infrastructure, engineering, AV, facilities, or security teams.

Responsible for supporting a wide range of hands-on IT activities on site, including desktop/laptop imaging, deployments, troubleshooting, repair/upgrade, refresh, and recovery. Maintaining and troubleshooting all end user IT equipment (computers, monitors, printers, drives, scanners, etc.). Ensures asset lifecycle management best practices are followed from ordering through shipping, deployment, reassignment, recovery, and decommissioning.

This role would suit a candidate with experience in 2nd line support.

You will be:

• A people-person

• Great with customers

• Strong work ethic and ability to work in dynamic work environment.

• Able to prioritize and manage your own workload.

• Able to quickly troubleshoot and resolve issues.

Main Duties and Responsibilities:

• Serve as the second point of contact for incoming queries from staff, and external consultants.

• Take ownership of assigned tickets through the IT service desk, ensuring timely resolution

• Update the ticketing system, ensuring notes, progress and required actions have been input promptly.

• Maintain an accurate inventory of all IT devices issued to staff, conducting regular audits.

• Diagnose and resolve hardware and software issues.

• Install, configure, and maintain computer systems and software.

• Troubleshoot network connectivity issues.

• Collaborate with other IT teams to escalate and resolve complex problems.

• Provide training and guidance to end-users on software applications.

Experience:

• Minimum of 2 years of 2nd line experience.

• Experience with more than one operating system such as Linux, Mac OSX, Windows

• Experience providing support in a customer service-oriented environment.

• Knowledge of ServiceNow ticketing system is preferable.

• Ability to work effectively in a fast-paced environment.

• In depth knowledge of Microsoft domain infrastructure; Active Directory, DNS

• Experience with security software and tools

• Laptop roll-outs and upgrades

• Mobile device support – Intune

PHYSICAL REQUIREMENTS:

• Transporting hardware to/from stockroom or installation requires some lifting. Performing required tasks at various heights (e.g., standing or sitting)

Minimum Qualifications:

• High School Diploma or equivalent.
• 1+ year of experience in IT, Engineering Support, or related area.
• 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

• Frequently transports between offices, buildings, and campuses up to 2 miles.
• Frequently transports and installs equipment up to 40 lbs.

• References to a particular number of years experience are for indicative purposes only. Applications from candidates with equivalent experience will be considered, provided that the candidate can demonstrate an ability to fulfill the principal duties of the role and possesses the required competencies.