Role SummaryThe IT Support Engineer II will be the point of escalation for all junior support engineers. An active technical resource on IT-related projects, creating knowledge, instructional articles, contributing to IT service processes, standards, and policies, and providing Executive-level support.
Please be aware that there will be occasional travel in the EMEA region such as UK and Germany with relative short notice. This being the case, although the role is a remote position we require candidates to ideally be close to or within circa 30km distance to Budapest.
You will require current eligibility to work across the EU region
What You Will Do:
Interact with customers through video calls, chat, email or in person to triage and resolve tickets using existing knowledge.
Follow established Standard Operating Procedures (SOPs) for IT processes.
Support onboarding of new employees
Actively manage day-to-day tickets and workloads, including clear ticket notes
Know how an ITSM platform is used within the IT service organization and provide suggestions for improvements
Provide escalated technical support.
Work with Asset Manager, maintain suitable regional stock levels of IT equipment by raising quotes and orders with chosen vendors to fulfil the stock needs.
Identify key barriers/core problems and apply problem-solving skills to resolve complex situations.
Providing training and guidance to our customers on how to use various IT tools and applications effectively.
What You Will Bring:
Fluency in Business level English - both written and spoken
Ideally fluency in German - written and spoken
Ability to travel in EMEA on relatively short notice.
In-depth knowledge of either Mac and/or PC OS environments,
For example, Comfortable using Win Sysmon, MAC activity monitor.
In-depth knowledge and ability to troubleshoot common productivity tools, such O365, Email, Zoom etc. and effectively use these tools, offer technical support, and devise solutions based on MAC and Windows technologies
Possess a robust ability to troubleshoot IT hardware, including diagnosing and resolving issues with Laptops, Desktops, Printers, Mobile Phones, peripherals.
A Network knowledge which includes;
Understanding the network principles, with an ability to use networking troubleshooting tools such as ping, traceroute and Wireshark to troubleshoot network connectivity issues.
Familiarity with technologies such as VPN, LAN, WAN, and wireless networks.
Comfortable troubleshooting, Filer and print server administration, Windows Server and Exchange connectivity.
Strong awareness of device management tools for example Intune and JAMF and user directories (Microsoft Entra ID and Server AD)
Strong Audio-Visual (AV) and Collaboration related skills and knowledge. Ability to train and set up and troubleshoot AV equipment for meetings, presentations, and events.
Strong understanding of Security – Anti Virus, Encryption (BitLocker), awareness of password policies and Malware
Awareness of cloud computing environments and web-based applications.
Strong communication skills in English both written and verbal.
Excellent customer service orientation.
Effective problem-solving skills and proactive attitude.
Handling VIPs/SMT and Customer escalations
Strong analytical and logical skills, problem-solving, and diagnostics skills.
The ability to work alone and in a team as required.
Provide ticket & communication updates, and contribute towards improvement which adheres to our standards.
Introduction: My name is Rueben Jacobs, I am a cooperative, beautiful, kind, comfortable, glamorous, open, magnificent person who loves writing and wants to share my knowledge and understanding with you.
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