Job Description

Qualifications: Bachelor of Computer Engineering , Diploma in Computer Engineering , or Master of Computer Application (MCA) . Key Responsibilities: First-Level Support (Helpdesk): Provide first-level technical support to end-users via phone, email, chat, and ticketing systems. Handle common issues like account locks, password expirations, and user setup across cloud services. Software Packaging & Deployment: Automate and package software installations using silent mode deployment techniques to ensure consistent software rollout across the organization. Operating System Management: Maintain and troubleshoot client operating systems, particularly in Windows environments. Virtualization Management: Support virtualized environments (mainly Hyper-V), ensuring optimal system performance and resource management. Issue Diagnosis & Resolution: Efficiently diagnose and resolve hardware, software, and network issues to minimize downtime. Documentation: Document all support tickets, troubleshooting steps, and resolutions. Maintain FAQs and self-help resources for common issues. Collaboration: Work with second-level support teams and escalate complex issues when necessary. Proactive Problem Solving: Identify recurring technical issues and address them to prevent future disruptions. Required Skills & Qualifications: IT Degree or Certification : Degree or equivalent experience in IT-related fields. Technical Expertise : Knowledge of current client operating systems (especially Windows) and experience with software packaging, silent mode installations, and virtualization technologies like Hyper-V. Troubleshooting Skills : Strong ability to resolve hardware, software, and network-related issues. Communication Skills : Excellent communication skills, with the ability to explain technical concepts to non-technical users. Customer Service Orientation : Strong customer service focus and a collaborative, team-oriented approach. Attention to Detail : High attention to detail in both documentation and problem-solving. Language Skills : Proficiency in German is preferred, as the role involves supporting the German-speaking region.