End User Field Support Engineer (m/f/d)

PURPOSE AND SCOPE

Help users resolve issues with Hardware or Software solutions in Bad Homburg Campus or other EMEA region if required. Administer Infrastructure solutions with focus on Servers, Clients, Networks, Software Solutions, Collaboration systems and device peripherals. Activities which include responding to user inquiries, assessing problems in the IT landscape and troubleshooting issues with IT solutions, in physical presence or remotely to supported locations whenever required. Provide support to GDTI Projects and initiatives in the region, sub-region or FME location.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

•                Perform Service Desk activities supporting users in Bad Homburg Campus or other EMEA region if required

•                Execute Field Support activities in physical presence as required

•                Ensure that professional and adequate support is provided to end-users in solving IT support requests and business needs

•                Ensure the installation and maintenance of the necessary IT solutions

•                Maintain backup solutions, procedures and DR solutions where applicable

•                Respect local and corporate IT GuideLines of your area of responsibility, proactively identifying what needs to be corrected

•                Provide support to IT projects and corporate or local/regional initiatives

•                Ensure cybersecurity vulnerabilities are mitigated on a regular basis

•                Perform improvements, upgrades, patches, reconfigurations and purchases for Hardware and Software solutions

•                Acknowledge the urgency during critical periods or other urgent requests by prioritizing and ensuring all IT and Business needs

•                Respond to important information requests, critical escalations, and major systems outages

•                Local Infrastructure management activities where applicable and Cloud migration support tasks

•                In-depth knowledge of the Internal Rules, Procedures / Work Instructions and Guidelines of FME and applicable to the function

•                Provide support after business hours and weekends if mutually agreed, established and compliant with local laws and regulations

•                Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on Servers and clients. Escalate incidents as necessary

•                Ensure helpdesk activities are correctly recorded, routed/dispatched, followed-up and resolved with users

•                Conducting regular inspection and maintenance activities on Hardware and Software solutions

•                Ensure backups are conducted successfully on schedule and respecting corporate guidelines

•                Helping with network access for users and visitors in Head Office, respecting correct security levels. If required, provide technical support with hardware installation or issues with network devices

•                System Administration: perform upgrades and maintenance activities when required

•                Configure, install and troubleshoot Operating Systems and Applications in Servers and Clients

•                Hardware lifecycle management: Monitor the return and safe storage of existing hardware until final disposal or destruction

•                Ensure compliance related guidelines are being implemented or monitored

•                Meet SLA’s and related KPI’s for key services and activities

•                Participate in corporate training sessions and certifications when required

EDUCATION AND REQUIRED CREDENTIALS:

Bachelor’s degree or equivalent work experience in IT Support Operations and Field Services
Industry recognized IT trainings and certifications are a plus

EXPERIENCE AND SKILLS:

• 5+ years of IT Service Desk, Field Support and System Administration work experience
• Project Management working experience a plus
• Preferable to have experience of working in the healthcare sector
• Team player; dynamic and proactive
• Good communication skills (English and German), both written and verbal with good ability to understand the needs of users, both technical and non-technical.
• Organized and structured approach to tasks and deadlines. Able to focus on priorities under pressure and self-manage high volume workloads.
• Ability to explain complex IT issues in a clear way to users and Business stakeholders