About This Role
This flexible, task/project-based position is for an IT Onsite Support Technician on a backfill and dispatch basis in the Maastricht area. It involves temporarily taking over vacant positions at client sites or completing specific assigned tasks. This role is suitable for part-time workers, remote workers able to provide onsite support, individuals working with multiple IT service providers, and students with flexible schedules and relevant work experience.
Responsibilities
- Install, upgrade, support, and troubleshoot Windows, Mac, and any other authorized desktop software/applications
- Install, support, and troubleshoot End User Workspace hardware such as desktops, laptops, printers, mobile devices, video and conferencing equipment, and any other authorized peripheral equipment
- Perform general preventative maintenance tasks on devices and software
- Follow and execute instructions provided by Subject Matter Experts (SMEs)
- Provide advanced-level support for complex issues regarding End User Workspace hardware, software, and applications
- Provide fleet rotation services similar to the Apple Genius Bar
- Provide priority support services for Executive and VIP users
- Provide support to remote Desktop Engineering teams on Application Packaging, Software Distribution, Image Management, Mobile Device Management (MDM), End User Workspace Security Management, and Desktop Virtualization
- Provide onsite hands-and-eyes support to Customer/OEM SMEs for installing, supporting, and troubleshooting devices in the Network and Compute environment
- Assist users with any logged IT-related incident when called upon
- Take ownership of issues, carry out problem analysis, and implement temporary or permanent fixes; escalate to other support teams where necessary
- Accurately record, update, and document requests using the IT service desk system
- Maintain a first-class level of customer service, treating all customers efficiently and professionally
Requirements
- Good general understanding of IT principles such as Networks, Hardware, and Domains
- Working knowledge of leading software packages such as MS Office and MS Outlook
- Advanced working knowledge of operating systems such as Windows and Mac and related applications
- Experience in End User device hardware and software troubleshooting
- Expert knowledge of mobile devices, in particular iPhones
- Experience building, configuring, replacing, and troubleshooting EUC hardware components
- Good experience supporting devices such as printers and meeting room equipment
- Awareness of Data Backup principles
- Familiarity with virtual, MDM, and VPN environments
