German speaking IT Desktop Support Engineer Technician Helpdesk Service desk (Remote and/or Onsite)

Job Option 1: Remote (WFH) Salary: 45,000 - 55,000 CZK (gross) monthly employed (depending on experience)

Job Option 2: Onsite in Prague (3 days onsite, 2 remote), Czechia Salary: 55,000 - 65,000 CZK (gross) monthly employed (depending on experience)

Requirement: Fluent (C1+) German + Fluent (B2+ English).

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Contract Length: 12 months (renewed annually)
Start date: Immediate

Job Description

The Band 1 – Desktop Technician will provide day to day local\remote
desktop support, receive inbound calls, answer questions, troubleshoot
and document steps performed to resolve challenges with hardware,
software and application issues in a ticketing system. The candidate will
also need to facilitate customer resolution for calls and engage their
supervisors and managers to ensure operational consistency across all
shifts within the IT Support Center. Desktop Support Engineer provides
Break Fix, fault diagnosis and resolution. Providing fault analysis to
customer’s various core operating systems and platforms, as well be able
to provide support and apply desktop fault resolution for the approved
application suite. Ideal candidate should have 1-2 years’ experience in
Windows Desktop support.
Position Responsibilities and Functions
a) Provide first/second level contact and problem resolution for customer
issues.
b) Work with Third Party Vendors to remediate complex AV issues as
needed.
c) Provide timely communication on issue status and resolution.
d) Maintain ticket updates for all reported incidents.
e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows
8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another
authorized desktop application.
f) Should have basic knowledge of Mac operating system, to support
Apple pc users.
g) Install, upgrade, support and troubleshoot for printers, computer
hardware.
h) Performs general preventative maintenance tasks on computers,
laptops, printers.
i) Performs remedial repairs on Desktops, laptops, printers and any other
authorized peripheral equipment.
j) Use diagnostic tools to troubleshoot problems associated with network
connectivity, and workstation hardware/software.
k) Broad experience of IT with basic understanding of Networks, Servers,
Audio/Visual, Smart Devices and Telecoms.
l) This position requires the ability to work in a project-based
environment requiring flexibility and teamwork. Performs other duties
as assigned.

Candidate Required Minimum Qualifications and Skills
i. Bachelor Degree or equivalent in Computer Science or related field.
ii. CompTIA A+, Microsoft Certified Professional (MCP) or better.
iii. Minimum of 18 months’ years of IT experience.
iv. Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office
365, PC hardware installation and troubleshooting, Enterprise anti-virus
solutions, Helpdesk ticketing systems.
v. Mobile device management including IOS and Android devices, Enterprise
encryption solutions, Windows PC/laptop management via Active
Directory.
vi. Proven analytical, troubleshooting and problem- solving skills.
vii. Proven ability to multi-task, effectively determine priorities and meet
SLA’s.
viii. Excellent communication relationship-building and internal customer
service skills.
ix. Adaptable and flexible in a fast-changing industry and work environment.
x. Willing to work off-hours and weekends when required for projects or
emergency support.
In addition the Band 1 Technician will mentor and assist Band 0 technicians in
their work and provide support to Band 2 Technicians in resolving tickets.