2nd-Level Support Employee

As an IT employee (m/f/d) in 2nd-level support (onsite support), you make sure that staff at their locations can work productively at all times and that their IT works reliably. Location: Hamburg - Alter Teichweg, IT area, Digital Workplace department, Local Service Nord team.

• You support users on site with all questions about the digital workplace, from PCs and notebooks to smartphones, printers, IP telephony and other peripherals.
• You handle pre-qualified incidents from the ticket system and work closely with the responsible specialist teams on more complex issues.
• You manage user profiles and, at the sites you look after, are responsible for routine orders such as setting up and dismantling hardware, workplace moves or introducing new users to their digital workplace.
• Besides carrying out hardware rollouts, you support customer representatives with larger changes on site.
• You keep track of the hardware in use and maintain the inventory in the asset management system.
• You contribute your know-how to cross-department competence teams and actively pass on your knowledge to colleagues.

• You have completed training in the IT field or, as a career changer (m/f/d), bring solid practical experience and a strong affinity for IT.
• Ideally you already know the support processes at the BGW.
• You are familiar with notebooks, PCs, smartphones and peripherals as well as current Windows and Microsoft Office environments.
• Basic knowledge of network technology helps you quickly understand technical connections and narrow down problems efficiently.
• You work in a structured and independent way, always keeping users' requirements in mind.
• You enjoy direct contact with users and work in a solution-oriented way with different contacts.
• Open feedback, knowledge sharing and teamwork are a matter of course for you.
• To cover the locations in your area, you hold a class B driving licence and very good German skills at C1 level.