IT Support Engineer

Job description

·  Job facts

Responsibilities:

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:

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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

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Supports Hardware Service Requests

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Supports Software & Other Service Requests

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Handles IT Incidents & Requests Received via Multiple Communication Channels

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Coordinates the End-to-End Ticket Lifecycle

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Monitors and maintains site IT related Server, Network, Meeting Room equipment, AV systems.

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IT administration for newcomers and leavers

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Manages IT stock, and equipment ordering

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Contributes to Building Knowledge

Qualifications:

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:

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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)

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You have excellent troubleshooting, task prioritizing and problem solving skills

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You have outstanding customer service, communication and interpersonal skills

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You are highly accountable, agile, and results oriented

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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:

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Competitive salary & benefit package

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Annual bonus

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Free language courses

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Wide range of training & learning opportunities

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Long-term career opportunities

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Great, people-focused company culture

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Social events & team-building opportunities

·  Who we are

The Hungarian Shared Service Centre provides financial, procurement and HR services to support the European and Global Roche subsidiaries and offers exceptional career path for fresh graduates and outstanding professionals.

Roche is an equal opportunity employer.