Desktop Support Specialist

Vor 2 Tagen

Wien, Wien, Österreich Silicon Logic UK Ltd. Vollzeit € 42.000 - € 84.000 pro Jahr

Job Title: Deskside Support Engineer – Level 2

Location: Austria, Vienna

Employment Type: Full-Time

Budget: 4500 Euro per month

Job Summary:

The Deskside Support Engineer – Level 2 serves as a senior technical resource within the end-user support team, responsible for resolving complex hardware, software, and network issues. This role involves advanced troubleshooting, mentoring junior support staff, and collaborating with infrastructure and application teams to ensure seamless IT operations. The ideal candidate is technically proficient, proactive, and committed to delivering high-quality support.

Key Roles & Responsibilities:

Advanced Technical Support

  • Resolve escalated issues from Level 1 support, including complex hardware/software problems.
  • Perform root cause analysis and implement long-term solutions.
  • Support and troubleshoot enterprise applications, system integrations, and network configurations.
  • Assist in imaging, deployment, and configuration of devices using tools like SCCM, Intune, or similar.
  • Manage user profiles, permissions, and group policies in Active Directory.

Mentorship & Collaboration

  • Guide and mentor Level 1 engineers, providing training and technical oversight.
  • Collaborate with infrastructure, network, and application teams on cross-functional issues.
  • Participate in IT projects such as system upgrades, migrations, and rollouts.

Systems & Asset Management

  • Maintain and update asset inventory and documentation.
  • Ensure compliance with software licensing and hardware lifecycle policies.
  • Support mobile device management (MDM) and remote access solutions.

Process Improvement & Compliance

  • Identify recurring issues and recommend process improvements or automation.
  • Ensure adherence to ITIL practices and internal SLAs.
  • Maintain documentation for troubleshooting procedures and knowledge base articles.

Required Skills & Qualifications

  • Bachelor's degree in computer science, Information Technology, or related field.
  • 3–5 years of experience in deskside or IT support roles.
  • Strong knowledge of Windows OS, macOS, Active Directory, Office 365, and networking fundamentals.
  • Experience with endpoint management tools (e.g., SCCM, Intune, JAMF).
  • Familiarity with ticketing systems (e.g., ServiceNow, Jira).
  • Excellent problem-solving, communication, and customer service skills.
  • Relevant certifications (e.g., CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation) are highly desirable.

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