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Enterprise Support Tech, Odense Data Centre (INTL)

We are currently seeking a Contract Enterprise Support Tech to assist in the management of IT operations and application support at local offices. This position is responsible for maintaining quality IT services within the offices you support.

Our goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. This position is a part of the Enterprise Support team, so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast paced and high-pressure environment.

This is a contract role for 11 months.

Responsibilities

  • Act as the primary contact for internal IT support requests.
  • Provides hardware / software support and technical education to end users on computer, mobile devices and printers.
  • Troubleshoots Mac, Windows and Linux software and hardware for end users through walk-ups, chat and video conference.
  • Troubleshoots iPhone and Android mobile phones, iPads, Mifi’s and other IT related hardware in-office, such as printers.
  • Sets up mobile phone, MDM, email, VPN, and internet access for users via secure company network.
  • Triage, assign, resolve, or escalate all incoming tasks.
  • General Network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network.
  • Acts as local smart hands service for vertical Enterprise Operations teams.
  • Procures, provisions and deploys equipment for end users
  • Oversees the replenishment and allocation of inventory to their appropriate locations.
  • Onboarding administration.
  • Prepares new hire hardware for deployment.
  • Educates new hires on new software and technology related procedures to secure a swift onboarding process.
  • Performs set-ups, break-downs, and transports of equipment, such as monitors on an as-needed basis for new and existing end users.
  • Break/fix resolution for AV software and hardware
  • Responsible for solving issues, driving enhancements, and improving support for all IT related functions on a day to day basis.
  • Contact and collaborate with software and hardware vendors to solve technical issues as needed.
  • This role may involve travel, domestic and regionally (Europe)
  •  

Qualifications

  • A deep understanding of root-cause analysis.
  • Strong understanding of Mac OS architecture.
  • Ability to perform command line troubleshooting to resolve individual application failures.
  • Mac OS X system administration and applications, including OS configuration, troubleshooting, and knowledge of applications including MS Office for Mac.
  • Strong knowledge of Windows. Linux knowledge is a plus.
  • Resolve issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues.
  • Troubleshooting and application support, including MS Office.
  • Working knowledge in the following technologies:
  • Active Directory and basic AD administration
  • Cloud storage services
  • Basic terminal command knowledge
  • Communications and video conferencing tools, including BlueJeans
  • Basic network understanding including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking is desirable.
  • Experience troubleshooting for Mac and Windows as related to video conferencing
  •  

Skills

  • Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues.
  • Ability to apply critical thinking to complex user requests and provide as much context and information as possible in order to deliver the best possible solution.
  • Excellent interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support
  • Ability to work with limited supervision and stay focused while performing repetitive tasks
  • Ability to quickly adapt to changing needs, infrastructure, and evolving business processes.
  • Self-motivated and detail oriented
  • Ability to work with multi-functional teams and external vendors.
  • Strong documentation and communication skills
  • Strong time management and prioritization skills
  • Ability to follow through and execute on assigned tasks
  • Ability to identify and report trends
  • Fluent or strong danish and english skills, verbally and in writing.

PLEASE NOTE: Only applications which have the right to work in Denmark will be considered. 

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