Level 2 End point support

Role Overview: You will be responsible for providing advanced troubleshooting and resolution for complex technical issues related to hardware devices, operating systems, and collaborative tools. As an escalation point for Level 1 and 1.5 support teams, you will offer real-time support, ensuring end-to-end ticket monitoring and closure. Additionally, you will collaborate with service providers and other IT staff to deploy, configure, and maintain endpoint devices and software. Key Responsibilities: - Provide advanced troubleshooting and resolution for complex technical issues related to hardware devices, operating systems, and collaborative tools. - Act as an escalation point for Level 1 and 1.5 support teams, offering real-time support and ensuring end-to-end ticket monitoring and closure. - Work closely with service providers and other IT staff to deploy, configure, and maintain endpoint devices and software, including providing remote support via SCCM and other remote management tools. - Coordinate with Level 3 support and other technical experts on advanced issues and ongoing support improvements. - Manage and respond to hardware and software incidents and service requests, including patch management and security updates. - Ensure compliance with operational standards and procedures for hardware management, including asset and inventory management. Qualifications Required: - Experience in a technical support role, with at least 1 year in a Level 2 support capacity. - In-depth knowledge of operating systems such as Windows 10/11 and Unix/Linux. - Knowledge of ITSM tools, SCCM, MECM, Bomgar, and WSUS for patch management. - Understanding of network hardware, including laptops, desktops, and mobile devices. - Experience with Virtual Desktop Infrastructure (VDI) and mobile device management. - Strong problem-solving skills and the ability to manage technical issues. - English language proficiency at least at B2 level. Please Note: Hemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. They exclusively deliver for the leading companies in the IT industry. Hemmersbach also contributes to social causes by allocating 20% of their profits to Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids Family, making them The Social Purpose IT Company.,