Desk Side Support Engineer

Overview: Maintain, analyse, troubleshoot, and repair computer systems, hardware and computer peripherals. Document, maintain, upgrade or replace hardware and software systems. Support and maintain user account information including rights, security and systems groups. Responsibilities: Field incoming help requests from end users via both telephone and work orders in a courteous manner - Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue - Build rapport and elicit problem details from help desk customers - Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution Qualifications: Professional knowledge and qualifications required: - A 4-year degree in Computer Science, Engineering, or related discipline; (MBO ICT 4 level) - 3+ years technical support experience in a computer-related area - Ticket handling tools/cross team troubleshooting - Strong verbal communication skills, including the ability to document operations procedures - Strong customer service skills and the ability to deal all types of customer service requests - Good analytical, communication, problem solving, and organizational skills - Ability to effectively interact with a diverse user base - Highly organized, result oriented, self-motivated and proactive - Knowledge of basic computer hardware. - Experience with desktop operating systems including Microsoft - Good understanding of the organization's goals and objectives. - Exceptional interpersonal skills, listening, and questioning skills. - Strong documentation skills. - MCSA Windows 10 / 11 - Knowledge of InTunes - Active directory - Network essentials - Driver's license and own car to visit off-site locations (Leverkusen, Düren) - Swedish / English speaking writing