Headly Global e.U.

Job description
Desktop Support on-site / German Speaker (C-1)

o Two to three (2-3) years of strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
o Excellent Customer management skill.
o Good in oral and written communication.
o Self- Driven and result oriented.
o Really passionate about the work.
o Takes proactive ownership and works with sense of urgency.

 Hardware Troubleshooting and Repair

o Skilled in desk side support for Installing & L2 level troubleshooting of Operating Systems.
o L2 level experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories.
o Good knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites.
o Ability to lift/move computer equipment weighing up to 50Lbs.
o Conference room A/V equipment assistance & troubleshooting.
o L2 level VOIP phone configuration & troubleshooting.
o Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability.

 Operating System & Software

o Expert in desk side support for Installing & troubleshooting Operating Systems (Windows/MAC/Linux OS).
o Experience with Anti-spyware and Anti-virus software.
o Deep dive analysis of OS and application issues including antivirus or others.
o Good knowledge on installation and troubleshooting of standard software’s/ application like Adobe, browsers.
o Good knowledge on installation and troubleshooting of office applications (Office365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive).
o Good knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles.
o Good knowledge in configuring mail & troubleshooting of Mobile Device Management system (Airwatch / Xenmobile / Mobile iron etc).
o Understanding on Data backups.
o Understanding and troubleshooting for VDI, SCCM / LanDesk / Altris.
o Good knowledge in configuration & troubleshooting of Apple machines /mobile devices.
 Tools & Process

o Knowledge and experience on Service requests, incident, problem management and change
process.
o Experienced in repeat call analysis with preventive & corrective actions.
o Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification.
o Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.).
o Mentoring & training L1 resources.
o Reviewing and maintaining KB articles.
o Contribution towards automation & service improvements.
o Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines and avoid Rework.
o Analysis and reporting of pending tickets, SLA breaches, rework, DCSAT ,top call issues and ticket quality.

Location: Hamburg, Germany.

Salary: Negotiable/ as per profile

Please send your CV at [email protected].

You can visit our website www.headlyglobal.com or LinkedIn page https://www.linkedin.com/company/headly-global/

Headly Global - How's IT? How's IT?

DM or share your CV on [email protected]

MS TEAMS Administrators

• • Good Understanding & Work Experience as Microsoft Teams Voice administrator
• Setup and maintenance of Microsoft Teams Voice functionality, Voice Call Queues and Auto Attendants for users
• Managing Phone Numbers in Microsoft Teams/Teams Admin Center
• Plan and Configure Emergency Addresses and Dynamic Emergency Calling in MS Teams
• Understanding and Creating resource Accounts in Microsoft Teams
• Teams Call Park and Calling Policies and Management in Microsoft Teams
• Caller ID Policy Configurations in Microsoft Teams
• Be the SPOC for the customer on Microsoft Teams/Teams Enterprise Voice/ /Office 365 BAU Services
• Extensive knowledge and experience in Microsoft Teams/ Cisco UC technology service
• Good experience of integrating enterprise Voice & Video and Team/Teams Mobile.
• Knowledge of designing and deploying Edge services and Group Federation
• Good Understanding on concepts of basic Telecom with different technology.
• Support, optimize and maintain Microsoft Teams/ Enterprise Voice infrastructure with high availability
• Good understanding of SIP methods and signaling
• Experience in administration & Troubleshooting Enterprise Voice on Microsoft Teams SIP Trunks
• Configuring Microsoft Teams and integration with PBX using Enterprise Voice
• Candidate should be experienced in Support, optimize and maintain Microsoft Teams and Enterprise Voice infrastructure with supported topologies and high availability
• Monitoring and Reporting of Microsoft Teams for call-detail recording (CDR) and system monitoring
• Experience with SIP Trunk implementation and/or support SBA implementation, understanding on central side task, branch side task, branch resiliency configuration, SBA connectivity with other server roles.
• Knowledge of Teams Enterprise Voice feature Call Admission Control, Call Park, Media Bypass, and Auto attendant etc.
• Excellent Knowledge on MS Teams PowerShell scripts.
• Experience in Teams Enterprise Voice troubleshooting
• Experience with Microsoft compatible Voice Gateway Administration and Support (e.g., AudioCodes Mediant 800 & 1000) or 3rd Party voice solutions
• PSTN Connectivity Solutions in Microsoft Teams
• Experience integrating Microsoft Teams with 3rd party telephony environment using gateways
• Knowledge on Bandwidth planning, optimal conferencing traffic, capacity, QoS support for Microsoft teams Integration

Stockholm, Sweden