Reports to: Head of IT

Hybrid: 100% in-office role, with occasional ad-hoc home working possible by arrangement within the Helpdesk team in advance, circa once every two weeks.

Description:

The role is hands-on, providing 1st and 2nd line technical support for staff, user accounts, computers, virtual sessions, applications, systems, video conference and phone systems for the staff in the Munich office and all offices throughout the organisation. It includes helping staff via phone, email and face-to-face, with a wide range of technical challenges and issues.

It may involve working in other offices very infrequently, for particular projects and also infrequent paid overtime.

Qualifications Required:

• Strong knowledge of all currently supported Microsoft desktop operating systems
• Demonstrable troubleshooting skills and customer service focus
• Advanced experience with Microsoft Office products including Word, Excel and Outlook
• Excellent telephone manner and face-to-face communication skills, good written skills
• Lingual in German and English; (being intermediate in English writing)
• Experience in working within an IT department of a corporate enterprise organisation

Desirable Skills:

• Previous 1st and 2nd line IT support experience in a corporate enterprise multi-site IT environment
• Knowledge and experience of Microsoft Active Directory
• Experience working in the legal or professional services industry
• Experience working with Windows 10 and 11 Pro, 2019, 2019-2021 LTSC IoT, 2022, Mac OS.
• Teams O365 and Zoom; desk and conference room support
• Experience in Citrix desktop environments and with Citrix Director
• Mobile Apple iOS and Android, Citrix XenMobile MDM
• Microsoft Exchange administration
• Mimecast email security and archiving

Key Responsibilities:

• Providing firm-wide 1^st and 2^nd line technical support coverage for the firm as a whole.
• Provide sole support for Munich, Oslo and early UK starters for the firm on early shift, which is from 08:30am CET through until 16:30pm CET.
• The UK IT team is online at 09:30 CET, however, should any serious issues be found when they are not online, contact 3rd line engineers ASAP, any time.
• Cover all UK public holidays where the Munich office does not have a public holiday.
• Manage your own Helpdesk ticket queue in a timely and efficient manner and on occasion, the ticket allocation for the team and provide cover when required.
• Escalate advanced, complex or otherwise unresolved calls to 3rd line support engineers
• Perform daily systems checks, monitoring and IT administration.
• Support the firm’s staff in the use of computer equipment, systems and software providing training and sound best-practice advice where required, which would help prevent the issue in future.

Benefits of the Role Include:

• Market rate salary, appropriate to the qualities, skills and experience of the individual
• Christmas bonus / 13^th months’ salary
• Public transport travel season ticket reimbursement
• Comprehensive training program
• Leave starts at 30 days (pro-rata for part-time), which rises upon service length; please note: this role requires that the few UK public holidays, which are normal working days in Germany, do need to be worked, to provide operational coverage
• Excellent opportunities for experience in working on state-of-the-art technology and training on them
• Potential for growth and progression of the role and within the role.

Please send your application to Isabella Hrum, HR Manager- IHrum@dehns.com.