Deskside Engineer at Astreya in München

Job description

Key requirements (Communication/skills/experience) Essential • A minimum of 4 years’ experience of IT support in a corporate environment. • Troubleshooting in a corporate computing environment; • Investigation and diagnostic skills; • Microsoft Windows 11; • Microsoft Office 365 suite of Applications & Teams; • iPhone / iPad Technology and mobile apps; • General user administration tasks; • Data/voice cabling and patching. • AVD working experience; • Proficiency in both English and German is mandatory. Desirable • Experience working with Legal tools in the legal sector • iManage Document Management System • Service Now ticket logging • Microsoft Certified Desktop Support Technician (MCDST) or above; • Working knowledge of ITIL/Service management best practice; • Accredited ITIL certification (Foundation level); • Experience in leading small projects. Competencies (Non-Technical) • Good, confident communication skills in both English and German are mandatory. • Positive attitude, well-motivated, keen to learn. Willing to work on a full range of support activities; • Able to work independently, take responsibility and the initiative as necessary to resolve support issues; • Commitment and energy – there will be times when work needs to be completed outside of normal office hours; • Good interpersonal skills – ability and drive to work well as part of a team. Working Arrangements • This is a full-time office-based position and requires attendance at the office five days per week. • Candidates should be flexible and willing to support planned change activities during weekends and after business hours. Role summary/purpose of job • General IT service and user support to all levels of colleagues both face to face and via email/telephone; • Logging support requests and incidents; • The monitoring and completion of issues and requests received by the IT Service Desk. This may involve escalation to local and international support teams; • Troubleshoot problems, use diagnostic tools as needed and escalate the problem to a more skilled technician as needed; • Liaising with regional offices and third-party suppliers to resolve user support issues. Key responsibilities and deliverables IT Responsibilities: • Prioritize the BAU tasks and tickets. • Ensure all tickets (incidents, service requests) are logged via the proper channel and updated with accurate notes and status. • Follow up with users regularly and ensure contact is made at the agreed time. • Ensure laptops are imaged beforehand for BAU, new starters, and break‑fix. • Manage laptop stock and raise orders via the service portal when running low. • Manage iPhone stock and contact BRM when additional phones, screen protectors, or cases are required. • Manage peripheral stock (monitors, mice, headsets) and seek BRM approval to order more when needed. • Ensure permanent new hire laptops are ordered on time, imaged, personalised, and tested before the start date. • Ensure the full new starter kit (laptop, iPhone, peripherals) is ready before the joining date. • For contingent new starters, allocate a laptop from stock or raise a new starter form to order more if stock is low. • Collect old/leaver laptops and update the AMDB in line with current HAM processes. • Wipe old devices using the Blancco process when applicable. • Reimage laptops still under warranty and prepare them for stock. • For returned iPhones, wipe via Intune if required and unassign the SIM in the SIM provider portal • Store returned and wiped phones in stock for future allocation. • For laptop refresh requests, ensure the correct device (as confirmed by vendor shipping details) is built and assigned. • Follow the build guide and HAM process when building and issuing laptops. • Conduct routine floor walks to identify and resolve visible IT issues. • Respond promptly to reception queries regarding meeting room issues. • For WFH equipment requests, refer users to the Home Equipment Policy. • Provide assistance to third‑l