Job Description

Company:

Qualcomm Germany GmbH

Job Area:

Information Technology Group, Information Technology Group > IT Support Analyst

General Summary:

We are looking for an experienced 2nd Line Support Engineer to join our friendly support team, you will be based in Munich but supporting multiple offices around the region. This role involves providing onsite and remote support. As you will be working within a team environment for a US company and will be speaking to customers, your communication skills must be very strong in German and English. You will need to have the technical ability to problem- solve user queries and familiarity with Microsoft 365, Teams, Active Directory. You may provide local hands-on support for other infrastructure, engineering, AV, facilities, or security teams.

Responsible for supporting a wide range of hands-on IT activities on site, including desktop/laptop imaging, deployments, troubleshooting, repair/upgrade, refresh, and recovery. Maintaining and troubleshooting all end user IT equipment (computers, monitors, printers, drives, scanners, etc.).  Ensures asset lifecycle management best practices are followed from ordering through shipping, deployment, reassignment, recovery, and decommissioning.

This role would suit a candidate with experience in 2nd line support.

You will be:

• A people-person

• Great with customers

• Strong work ethic and ability to work in dynamic work environment.

• Able to prioritize and manage your own workload.

• Able to quickly troubleshoot and resolve issues.

Main Duties and Responsibilities:

• Serve as the second point of contact for incoming queries from staff, and external consultants.

• Take ownership of assigned tickets through the IT service desk, ensuring timely resolution

• Update the ticketing system, ensuring notes, progress and required actions have been input promptly.

• Maintain an accurate inventory of all IT devices issued to staff, conducting regular audits.

• Diagnose and resolve hardware and software issues.

• Install, configure, and maintain computer systems and software.

• Troubleshoot network connectivity issues.

• Collaborate with other IT teams to escalate and resolve complex problems.

• Provide training and guidance to end-users on software applications.

Experience:

• Minimum of 2 years of 2nd line experience.

• Experience with more than one operating system such as Linux, Mac OSX, Windows

• Experience providing support in a customer service-oriented environment.

• Knowledge of ServiceNow ticketing system is preferable.

• Ability to work effectively in a fast-paced environment.

• In depth knowledge of Microsoft domain infrastructure; Active Directory, DNS

• Experience with security software and tools

• Laptop roll-outs and upgrades

• Mobile device support – Intune

PHYSICAL REQUIREMENTS:

• Transporting hardware to/from stockroom or installation requires some lifting. Performing required tasks at various heights (e.g., standing or sitting).

We offer:

Aside from working in an open, relaxed and collaborative environment, you'll enjoy:

• Competitive salary and benefits package.

• Collaborative and inclusive work culture.

• Career development and growth opportunities.

• Employee share program

• Company bike, job ticket

• Mentoring program for intensive onboarding training and further education opportunities

• Company canteen and company doctor on site

• Employee stock purchase program (15% discount on Qualcomm stock purchase)

• Discounted membership in the body + soul fitness center (just around the corner!)

Modern production site in a prime location in Munich, within walking distance of the Munich East Train Station / Werksviertel

You will join a highly motivated and experienced team working together from multiple locations around the world.

We look forward to receiving your complete and meaningful application!

Minimum Qualifications:

• High School Diploma or equivalent.
• 3+ years of experience in IT, Engineering Support, or related area.
• 2+ years of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Physical Requirements:
• Frequently transports between offices, buildings, and campuses up to 2 miles.
• Frequently transports and installs equipment up to 40 lbs.

*References to a particular number of years experience are for indicative purposes only. Applications from candidates with equivalent experience will be considered, provided that the candidate can demonstrate an ability to fulfill the principal duties of the role and possesses the required competencies.

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Qualcomm. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. Qualcomm does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications.

If you would like more information about this role, please contact Qualcomm Careers.

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