For our client, an multinational information technology services and consulting company, we are looking for a Senior VIP Onsite Supporter (m/w/d) for Frankfurt.
Client: Large Banking entity
Location: Client site - Frankfurt, Germany
Working hours: 5 Days Onsite – Regular working hours – will require Occasional out-of-hours support.
Your role:
You will lead the delivery of critical IT support to one of our client’s highest profile customers in Germany, acting as the primary point of engagement between high-ranking individuals and the customer’s IT organisation. They are providing a wide range of IT support services with a 24/7 on-call service for customers including the President, the Executive Board Members, as well as their Counsellors and Management Assistants.They deliver services on all customer premises and are accompanying their customers to major external meetings and conferences. Being engaged in end-user initiatives and assisting in major projects with direct impact on the customers, the team is also providing engineering and innovation services.
Ideal Candidate:
* Proven experience supporting top management or VIPs in a demanding environment.
* Strong technical proficiency in AD, MDM, conference systems, and collaboration tools (e.g., WebEx, MS Teams).
* Excellent communication skills in English, with fluency in any European language an advantage.
* A commitment to exceptional customer service and a proactive approach to problem-solving.
Your tasks:
* Supports the client’s VIP user base by applying exceptional technical and interpersonal skills
* Maintains a high degree of professionalism in actions, demeanour and dress and ensures customer satisfaction throughout the service delivery transaction
* Provides follow-up on problems or escalations
* Supports the following key technical areas
* Software, hardware and networking support for desktops and laptops
* Network products from operational and maintenance perspectives
* Installs and maintains PCs and associated software, networks and peripherals
* Tests and certifies PCs, networks and client approved and customers specific applications
* Answering calls from customers and assisting them with IT-related enquiries or issues
* Cooperate with other IT teams providing them with information required to resolve IT issues reported by special customers
* Preparing an on-site or off-site IT setup and providing IT assistance during official meetings and conferences
* Preparing IT equipment (Laptops, desktops, iPhones, iPads, tabletop printers including customisations) for special customers
* Introducing customers to the client’s new services, keeping them up to date with the continuously evolving Service Portfolio
* Participate in the selection and certification of new end-user devices for customers (e.g. Laptops, tablets, printers, table phones, and mobile phones)
* Participate in the engineering and implementation of IT solutions tailored to customers’ ad-hoc needs Logging IT tickets
* Participating in on-call duties ensuring 24/7 access to IT support
* Ticket logging and updating through the whole ticket lifecycle in the customers own ticket system
* Support off-site meetings worldwide, therefore travel may be required. Travel would be with executive management :
* The travel duration could be from one day to a maximum of 9 days per trip.
* The travel frequency could be from one to a maximum of 15 trips per year.
Your skills:
* Several years of experience related to end-user engineering
* Experience/ Knowledge of SCCM, software deployment, and patching
* Knowledge of standard engineering and support processes such as ITIL, life cycle management, and ITSM
* Deep understanding of modern Windows 10 and 11, Office 365, and iOS environments
* Experience in diagnosing system issues using log files, or other diagnostics tools
* Proven experience using PowerShell or equivalent scripting tools, along with an understanding of Microsoft API’s and tool integration
* Experience using Active Directory Group Policy Objects (GPO) to configure and secure endpoint systems
* Good understanding of endpoint security principles (client side)
* Good understanding of networking principles including Wi-Fi
* Good understanding of e-mail services technologies
* Good understanding of mobile technologies (iPhone, iPad, Intune, Android)
* Good understanding of web-conferencing technologies (e.g. MS Teams, Webex)
* Knowledge of principles for providing strong customer and personal service including customer needs assessment and meeting quality standards for services
* Ability to multi-task to address multiple and often conflicting priorities in a fast-paced environment
* A high degree of interpersonal skills with excellent analytical and client communication skills
* Proactive work attitude and solution orientated mind with ability to invent ad-hoc solutions
* Specific Manufacturers certifications are beneficial i.e. Lenovo, Cisco, Microsoft iOS
* National criminal record certificate is needed
Our offer to you:
* Employment contract with Nash direct and take over into a direct employment with our client after 12-18 months.
* 5 days onsite in Frankfurt
* An exciting environment and cutting-edge projects at global brands and hidden champions
* Personal and individual support by our Account Managers and HR team
* Be part of the Nash direct team and connect with your colleagues throughout Germany.
Interested? Then we would love to receive your application and we guarantee a quick feedback! For more information on the role please get in touch with Aspasia Joannidou.
For over 30 years, Nash direct has been helping remarkable people to win exciting roles at world- leading technology companies in Germany. Our Mission is to give our employees the best possible experience in working with us.
Contact:
Aspasia Joannidou
Executive Recruiter
Tel.: +49 711 20705 231
Mobil: +49 151 11323422
aspasia.joannidou@nashdirect.de
Internet: www.nashdirect.de