PURPOSE AND SCOPE

Help VIP Users resolve issues with Hardware or Software solutions in Bad Homburg Campus. Activities include responding to VIP user inquiries, assessing problems in the IT landscape and troubleshooting issues with IT solutions, in physical presence or remotely whenever required. Provide support to GDTI Projects and initiatives in the region, sub-region or FME location.

Assist VIP users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities. Document, track and monitor the problem to facilitate a timely resolution.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provide support for Very Important Persons (VIPs) - Board Members, Senior Executives.
• Able to be on -call for after-hours for VIP Support if mutually agreed, established and compliant with local laws and regulations
• Act as a personal VIP support agent by building and maintaining strong relationships with VIP customers via various forms of contact
• Work with other VIP Support Agents group members to build a shared VIP persona & experience globally
• Provide VIPs customers with industry-leading customer service
• Monitor VIP customer behaviors and interests and ensure that customer expectations are met
• Engage with VIPs players and at times other players including the chat room on site
• Assist in the execution of VIP Events using Microsoft Teams, Microsoft Teams Live or other presentation solutions
• Troubleshoot  local issues, escalate issues as needed, maintaining ownership of the issue on behalf of the VIP
• Identifies, researches and recommends desktop hardware and software for management review prior to making the products available.
• Creates and maintains standard desktop/laptop images.
• Manages new facility network and computer equipment installation.
• Provides third-level desktop and peripherals (printers, scanners, mobile devices, etc.) support to support staff.
• Develops and maintains desktop support procedures. Create and maintain standard desktop build procedures by installing applications and maintaining the same procedures.
• Standardize software and utilities installed on laptops and desktops and ensure consistent security settings on all computers.
• Set up and configure hardware and software for employee use.
• Diagnose and resolve operating system, application, and connectivity problems for email and network services.
• Respond to important information requests, critical escalations, and major systems outages
• Acknowledge the urgency during critical periods or other urgent requests by prioritizing and ensuring all IT and Business needs
• Conducting regular inspection and maintenance activities on Hardware and Software solutions
• In-depth knowledge of the Internal Rules, Procedures / Work Instructions and Guidelines of FME and applicable to the function
• Participate in corporate training sessions and certifications when required
• Excellent written and verbal communication skills as well as physical presentation  with a particular focus on clearly articulating IT incidents and solutions so that both end users and technical support staff understand what is being communicated.
• Other duties as assigned.

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

•            3+ Years experience in a VIP support role

•            Project Management working experience a plus

•            Preferable to have experience of working in the healthcare sector

•            Team player; dynamic and proactive

•            Excellent 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 VIP users and Business stakeholders