Desktop Support Specialist

About the Role

We are seeking a skilled Desktop Support Specialist to join our team in Berlin, Germany. This full-time remote position involves providing essential technical support for end-users, managing hardware and software, and ensuring the smooth operation of desktop environments. The role requires a proactive approach to problem-solving and a strong understanding of various IT systems.

Responsibilities

• Deliver first and second-level technical support and problem resolution for customer issues.
• Collaborate with vendors to resolve complex audio-visual issues when necessary.
• Maintain consistent communication regarding the status and resolution of reported incidents.
• Ensure all reported incidents are updated promptly in the ticketing system.
• Install, upgrade, support, and troubleshoot Windows 10/11, Microsoft Office 365, Cisco Jabber, and other approved desktop applications.
• Provide basic support for macOS to assist Apple device users.
• Install, upgrade, support, and troubleshoot printers, computer hardware, and peripherals.
• Perform routine preventative maintenance on computers, laptops, and printers.
• Conduct remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
• Utilize diagnostic tools to troubleshoot network connectivity, workstation hardware, and software issues.
• Manage the procurement of all new in-scope hardware, including desktops and laptops.
• Deploy and manage in-scope hardware and software assets.
• Provision and support remote site networks (LAN, WAN), including procurement, design, build, system monitoring, incident diagnostics, troubleshooting, resolution, escalation, security management, and capacity planning.
• Offer Break/Fix Level 2 support for in-scope end-user hardware and software as directed by the Service Desk.
• Maintain an accurate inventory of in-scope hardware, including asset tagging and recording.
• Provide technical support for all hardware and equipment within the remote site computing infrastructure.
• Develop and document on-site technical support procedures in the operations manual, ensuring compliance with requirements and policies.
• Coordinate with the Service Desk, suppliers, third parties, and support organizations to manage and resolve all on-site technical support requests.
• Oversee support, maintenance, and warranty activities with relevant third parties for in-scope services.
• Schedule on-site technical support visits with end-users or site staff for incident response or IT service requests, including security remediation.

Requirements

• Proficiency in Windows 10-11, Microsoft Active Directory, and Group Policy Objects (GPOs).
• Experience with MS Office 365.
• Skilled in PC hardware installation and troubleshooting.
• Familiarity with Helpdesk ticketing systems.
• Basic understanding of network devices such as switches, routers, and firewalls.
• Knowledge of managed/un-managed network devices including wireless access points, wireless controllers, servers, and multiplexers.
• Experience with mobile device management for iOS and Android devices.
• Proficiency in enterprise encryption solutions.
• Experience managing Windows PCs/laptops via Active Directory.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Familiarity with ITSM tools, particularly ServiceNow.
• Basic knowledge of the Mac operating system is advantageous.
• Broad IT experience with a foundational understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.
• Ability to work effectively in a flexible, team-oriented, project-based environment.
• Excellent English communication skills; proficiency in the local language is a plus.

Additional Information

This position requires flexibility and teamwork, operating within a project-based environment. Other duties may be assigned as needed.