Support Desk Analyst

Support Desk Analyst

Berlin,Germany

Wiesbaden,Germany

Permanent

Skills

ServiceNOW

Manage Windows PCs and mobile devices

DNS, DHCP, TCP/IP, NTP

German

Service NOW

Role: Support Desk Analyst

Location: Berlin, Wiesbaden, Hasengartenstr, Germany

Is it Permanent / Contract: open for both

Is it Onsite/Remote/Hybrid: Onsite/Hybrid

Language: German is must

Start Date: Immediate

Job Description

Serve as an escalation point for user support tickets

Previous knowledge working with Service NOW

Able to prioritize tasks and communicate updates

Create and maintain documentation for IT procedure/practices

Update and/or create knowledge articles

Manage Windows PCs and mobile devices

Configure and setup laptops for new users

Troubleshoot both hardware and software issues

Collaborate with internal IT on deploying network equipment

Assist in the installation of firewall, switches, and access points

Must have a basic to intermediate level experience working with networks.

Able to physically connect devices, and trace issues from user endpoint to Demarc.

Must know basic networking concepts, such as

Protocols: DNS, DHCP, TCP/IP, NTP

Purpose of firewall, switch, access point

Intermediate level understanding of network topology

Able to troubleshoot network issues to identify the root cause

Must have 2 - 3 years of Office/Microsoft 365 experience, working with

Outlook, Word, Excel, PowerPoint

OneDrive & SharePoint

Intune, Exchange Online

Must be able to take lead or initiative in working issues through resolution.

Contact vendors or work with other departments/group to facilitate a fix

Provide timely updates to all parties involved