The “IT Support Engineer” provides day-to-day technical support to employees for network, IT infrastructure, desktop systems, software and hardware. Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates technical information to both technical and nontechnical employees. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in development of information technology and infrastructure projects. May conduct training programs designed to educate an organization’s computer users about basic and specialized applications. May be internal or external, client-focused, working in conjunction with Professional Services and outsourcing functions. May include company-wide, web-enabled solutions.
This job is responsible for providing first level support for incidents and requests for end users on Mac, Windows or Google environments using a variety of software and standard applications. The range of support includes issues and assistance in software package installation and configuration on a variety of type of hardware (e.g. laptops, desktops, tablets, smart devices, printers, network infrastructure, etc.) up to standard applications such as Touchpoint, Webex, Google platform and so on. This job acts as “face” to the customers for Roche SSC Budapest.
Your key responsibilities will be:
Provides first-level support for incidents concerning standard and non-standard software; global applications, such as the Google suite, Microsoft Office, document management tools; standard hardware devices & infrastructure
Supports Hardware Service Requests
Supports Software & Other Service Requests
Handles IT Incidents & Requests Received via Multiple Communication Channels
Coordinates the End-to-End Ticket Lifecycle
Monitors and maintains site IT related Server, Network, Meeting Room equipment, AV systems.
IT administration for newcomers and leavers
Manages IT stock, and equipment ordering
Contributes to Building Knowledge
You have University education, preferably in IT or a related discipline and you are fluent in English and Hungarian. You bring at least 2 years of broad-ranging experience in a call center-, help desk- or IT desk-side support environment. Preferably you have an ITIL v3 Foundation Course certificate.
Furthermore you bring the following skills and competences:
You have experience with Apple and Microsoft operating systems and devices, Google suite, Microsoft Office products, SAP, Sharepoint, corporate wired/wireless networks and video conferencing systems and at least one ticket tool (e.g HP Service Manager, ServiceNow) (advantage)
You have excellent troubleshooting, task prioritizing and problem solving skills
You have outstanding customer service, communication and interpersonal skills
You are highly accountable, agile, and results oriented
You have Reasonable knowledge and experience in supporting workplace devices such as Macintosh, Windows computers, tablets, smart devices e.g. iPhones, printing solutions
Why should you join us:
Competitive salary & benefit package
Free language courses
Wide range of training & learning opportunities
Long-term career opportunities
Great, people-focused company culture
Social events & team-building opportunities