Andreas A.

▸ 1st & 2nd Level Support via Phone, Email, and ticketing system for several hundred end-users ▸ Recording, classification, and prioritization of incidents and service requests according to ITIL ▸ Diagnosis and resolution of software, hardware, and connectivity problems (VPN, O365, printers) ▸ Escalation of complex cases to 3rd Level with clean documentation in the ticketing system ▸ User creation and maintenance in Active Directory as well as support for onboarding processes ▸ Participation in quality assurance by maintaining the knowledge base in Confluence

2nd Level Support for Windows, M365, and Endpoint environments

(Error analysis, remote troubleshooting, incident management)

• Microsoft 365 Support & Administration

Teams • SharePoint • OneDrive • Exchange Online

• Intune / Endpoint Manager Expertise

Device Enrollment • Compliance Policies • Configuration Profiles • App Deployment • MDM/MAM Troubleshooting

• Client & Device Management

Provisioning, re-installations, lifecycle management

• Service Requests & User Enablement

Software deployment, permissions, profile and client configuration

• Rollout Support

Software/hardware rollouts, M365 introduction, Modern Workplace projects

• Ticket Processing according to ITIL

Incident, Request, Problem Escalation

• Documentation & Knowledge Base

SOPs, technical documents, work instructions

• Interface Work

Collaboration with 3rd Level, Engineering, Security, and external service providers

• High Service Orientation

efficient solutions, clear communication, reliable implementation

▸ Management and inventory of all hardware assets (DELL, HP, Lenovo, Apple) ▸ Ordering, receiving, and issuing new end devices to employees ▸ Coordination of repairs and warranty processing with manufacturers and suppliers ▸ Regular inventory checks and maintenance of the asset database ▸ Management of device returns and proper disposal at the end of the lifecycle ▸ Close coordination with IT Support and Purchasing to ensure availability