Senior Desktop Support Technician (m/w/d)(CPS-GfK)

Country

Job Family

Our Mission

At Consumer Panel Services GfK, our mission is clear: to provide key information on who buys what, where, how much, how often, and most importantly, why (or why not). We take pride in delivering high-quality, uninterrupted data, expert consultancy, and unparalleled expertise to empower our clients to deliver superior customer experiences at every stage of the shopper journey.

Job Description

You Will:

Global Desktop Support:

Provide 2nd/3rd line end-user support for hardware, software, and network-related issues. Troubleshoot and resolve technical problems promptly to ensure minimal downtime in line with company SLA’s via the IT Support ticketing system. Provide out of hours support as and when required to perform system maintenance and upgrades. Be a trusted advisor and escalation point for the 1st and 2nd line support technicians.

Asset Management:

Maintain stock levels across EMEA. Update and maintain the asset register. Prepare and image new machines and mobiles ready for new users including adding to MDM platforms. Manage the asset delivery and collection for remote joiners and leavers. Assist in the secure disposal of old hardware in line with security policies.

Hardware and Software Installation & Support:

Install, configure, and maintain desktops, laptops, and peripherals. Install and upgrade software applications as needed.

New User Onboarding:

Help onboard users to the company both physically and remotely across EMEA. Conduct training sessions for new employees on basic system functionalities.

Technical Documentation:

Create and maintain documentation for system configurations, procedures, and troubleshooting steps. Ensure knowledge transfer within the team.

Remote Support:

Provide remote support to global users, resolving issues through phone, email, or remote assistance tools i.e. TeamViewer.

Meeting Room and Video Conferencing Support:

Provide support for meeting rooms and video conferencing systems across EMEA offices and help set up the Town Halls and other large meetings for exec staff.

System Upgrades:

Assist in planning and executing system upgrades, including hardware and software updates. Ensure compatibility and functionality post-upgrade.

Security Compliance:

Ensure all applicable assets have security applications and features installed in line with security policies.

Collaboration:

Collaborate with IT team members to address complex issues and contribute to the development of IT solutions. Work closely with other departments to understand their technology needs. Escalate any issues to the seniors and management when needed.

You Have:

Qualifications:

• Minimum of 4 years of experience in desktop support or a related field.

• Strong knowledge of Windows operating systems and proficiency in Microsoft Office Suite, Active Directory, Azure AD, Office365, SharePoint/OneDrive

• Experience with VDI infrastructure is beneficial

• Strong experience in troubleshooting hardware, software, and network issues.

• Fluent German and English skills

• Excellent communication and interpersonal skills to provide effective customer support.

• Good understanding of IT security principles and practices.

• Experience with Apple MacBook, iPhone’s and other Apple technology is beneficial

• Ability to work independently and as part of a team.

• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certifications) are a plus.

• Associate degree or equivalent in a relevant field (e.g., Information Technology, Computer Science).

We are an ethical and honest company that is wholly committed to its clients and employees. We are proud to be an inclusive workplace for all and are committed to equal employment opportunity, focusing on all of our employees reaching their full potential. 

We respect and value every employee regardless of race, ethnicity, gender, sex, sexual orientation, age, personality, experience, culture, faith, socio-economic status, or physical or mental disabilities.

We endorse the core principles and rights set forth in the United Nations Declaration of Human Rights and the Social Charter of Fundamental Rights of the European Union, promoting the universal values of human dignity, freedom, equality, and solidarity.

Learn more about who we are and everything we do on: https://www.gfk-cps.com/about-gfk-cps