IT Support Specialist-PRO-002331

Job Introduction

Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 120,000 employees worldwide.

Due to continued growth, we are looking to recruit an IT Support Specialist on our prestige customer site in central Frankfurt, Germany.

Role Responsibility

• Install personal computer hardware, performs preventive maintenance, and assists end users with problems. Has the ability to:

- set  up/replace/troubleshoot  personal  computers  (PCs)  and  printers  following manufacturer’s or other written or verbal instructions

- Install/replace/troubleshoot peripherals such as smartcard readers, webcams, network cards, hard drives, memory.

• Install software on personal computers and assists end -users with problems. Has the ability to:

- Install commercial software packages following manufacturers or other written or verbal instructions.

- configure software for use with specific printers

- Assist end-users with common tasks and common problems encountered with software used for word processing, email, and file compression.

• Assist  end-users  with  connections  from  computers  from  outside  their  office  to  the organisation.
• Prepare  simple  instructions  for  end-users  to  follow  while  completing  common  tasks.  In particular to have:

- A skill in identifying and using terminology that end-users will understand

- A skill in writing instructions that are complete and are logically organized

- The ability to convey complex or technical subject-matter in terms that a lay person or someone without technical training can understand

• Perform Service Desk tasks and Welcome Centre tasks, such as:

- Taking phone calls.

- Raising incident and request tickets.

- Issuing certificates, tokens and smartcards.

• Maintain and update the knowledge database and wiki’s.
• Support projects in their handover to operations.
• Perform asset scanning and reconciliation tasks.
• Maintain the loan- and replacement-laptop pool (e.g.  Imaging, administration, software installation).  

Successful Candidate

The ideal candidate should have at least 10 years of relevant experience.

Proven working experience with supporting the Windows family desktop OS environment and peripheral  equipment  in  a  secure  working  environment  (10+  years),    in  particular  with Windows 7 in the areas of:

- Installation and configuration incl. disk encryption

- Troubleshooting and (data) recovery

- Network connectivity

• Proven  working  experience  with  providing  end-user  support  (10+  years),  in  particular  by means of remote access and visiting end-users.
• Proven working experience providing troubleshooting and functional support to end-users for the products from the Microsoft Office suite such as Outlook, Word and Excel  (10+ years).
• Proven working experience in an ITIL environment implementing processes (5+ years) for:

- Incident Management

- Service Request Fulfilment

• A good command of English with proven drafting ability.

The following three generic technical competencies are considered to be an asset:

• Proven working  experience with supporting remote access and teleworking solutions based on  Citrix  and  VPN  solution  including  strong  authentication  mechanisms  such  as  one-time tokens.
• Proven working experience with the configuration and troubleshooting of encryption tools e.g. PGP, S/MIME, Bitlocker, smartcards, including the use of certificates.
• A good understanding of Information Technology in general including backend environments.

Behavioural competencies:

• Works  harmoniously  with  others  to  get  a  job  done;  responds  positively  to  instructions  and procedures;  able  to  work  well  with  staff,  co-workers,  peers  and  managers;  shares  critical information  with  everyone  involved  in  a  project;  works  effectively  on  projects  that  cross functional  lines;  helps  to  set  a  tone  of  cooperation  within  the  work  group  and  across  groups; coordinates  own  work  with  others;  seeks  opinions;  values  working  relationships;  when appropriate facilitates discussion before decision-making process is complete.
• Demonstrates knowledge of techniques, skills, equipment, procedures and materials.  Applies knowledge  to  identify  issues  and  internal  problems;  works  to  develop  additional  technical knowledge and skills.
• Personally responsible; completes work in a timely, consistent manner; works hours necessary to  complete  assigned  work;  is  regularly  present  and  punctual;  arrives  prepared  for  work;  is committed to doing the best job possible; keeps commitments.
• Responds to requests for IT service in a timely and thorough manner; does what is necessary to ensure  customer  satisfaction;  prioritises  customer  needs;  follows  up  to  evaluate  customer satisfaction.
• Establishes high standards and measures; is able to maintain high standards despite pressing deadlines;  does  work  right  the  first  time  and  inspects  work  for  flaws;  tests  new  methods thoroughly; considers excellence a fundamental priority.
• Remains open-minded and changes opinions on the basis of new information; performs a wide variety of tasks and changes focus quickly as demands change; manages transitions from task to task effectively; adapts to varying customer needs.

Package Description

Salary information available upon application – Relocation assistance will be provided.

About the Company

Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 120,000 employees worldwide.

Serco is a values-led company and our culture and ethos are at the heart of everything we do.

These are core values that employees live by at Serco:

• We value working with our customers in a collaborative, flexible way.

• We encourage social responsibility, treating people in the way we would wish to be treated.

• We instil a stimulating culture where people feel they can personally make a difference.

• We aim to build a long term relationship by bringing assured service delivery, helping our clients achieve their ambitions.

Serco European Agencies