Location: Berlin | Full-Time Permanent Role
Job Title: Desktop Support Engineer
About the Role:
We are looking for a Desktop Support Engineer to join our growing Berlin office. This role will sit in the Trailstone Global Support Team, supporting all devices and equipment for the trade floor and wider office.
This will be a full-time permanent role in Berlin, owning the following responsibilities:
- Provide comprehensive front-line support of all devices and equipment for the trade floor and office.
- Take complete ownership of all Desktop responsibilities for the Berlin office. Work independently in the office and part of a global Support team.
- Diagnose and resolve day-to-day issues in relation to users pc, laptop or other devices. Effectively record and monitor progress of all issues raised, providing feedback to the business users as required. Liaise with other support/development teams to resolve cross system issues.
- Software installation/patch management, data import/export and system integration, support for general system administration.
Daily Activities:
- Take full ownership of user's problem
- Act as the go-to person for all I.T issues in the local office, and assist other offices where necessary
- Respond to the issues in a timely manner.
- Be willing to assist in other Office duties
- Critical thinking and innovative troubleshooting skills
- Make an initial determination as to the nature of the problem and the resources needed to correct.
- Escalate unresolved problems to staff with specific expertise, such as system administrators, developers, database administrators, network engineers, etc. in a timely manner.
- Ensure all reported problems are resolved.
- Follow-up, making sure the customer is satisfied with the results.
- Thoroughly document all issues received and close out the Help Desk ticket.
- Schedule warranty/non-warranty repairs where necessary. Act as liaison between the service vendor and the customer to minimize disruption.
- On-boarding of users -Set up new users with AD accounts, File and folder access, applications, mailboxes, phone, etc.
- Off-boarding of users –Terminate access of the exiting user's AD permissions, applications access, emails, etc. while archiving the user's data per the company's standard procedures.
- Support desktops, laptops, virtual desktops, Citrix applications, mobile devices, etc. including imaging, roll-outs, moves, and updates as needed and troubleshooting.
- Support printers and video conference rooms/systems.
- Updating self-help documents so employees can try to fix problems themselves.
- Provide end user IT disaster recovery assistance as needed.
- Work with vendors and employees to identify and implement positive business changes including, but not limited to new technology implementations, file/folder security changes, and application/systems installations.
- Must have advanced working knowledge of relevant end-user hardware, Microsoft operating systems, Microsoft Office and other Trading applications.
- Must be able to travel to US and International offices with a current passport
About You:
This person will have extensive experience supporting users face to face along with strong written and verbal communication skills for documentation of problem resolution activities and service calls.
In addition, we're looking for someone with the following:
- Experience in Trading or financial services is advantageous
- Possesses the following technical skills not limited to: Active Directory, Office 365, TCP/IP, DNS, DHCP, Windows 10/11, NTFS permissions, PC imaging, network printer management & troubleshooting, end user hardware troubleshooting, overall Deskside support.
- Experience with the following systems is a plus:
- Application packaging and deployment
- Virtual desktops
- Ability to communicate face to face and through telephone with internal and external customers, service personnel and vendors
- An ability to assess each customer/employees IT knowledge levels
- An ability to effectively handle difficult users
- An ability to think logically with good analytical and problem-solving skills
- Able to balance multiple priorities while working under pressure with tight deadlines
- Strong customer service orientation
- High degree of confidentiality required
- Some heavy lifting required and manual dexterity to work inside hardware components required
- Available to work overtime if required and be par