IT Service Desk Analyst - Level 2 Support - Onsite Frankfurt (m/f/d)

Description

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with over 10,000 entrepreneurial, action and results-oriented professionals in over 40 countries. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are why our people love working at A&M.

The Team

A&M is seeking a dedicated IT Field Services Support Specialist to join our Frankfurt office. This role is fully onsite and requires the right to work in Germany. As part of the core Field Services team, you will be the sole IT-person in the Frankfurt office supporting German and International users by providing front-facing contact via walk-up desk, email, telephone, and remote tools for all technology-related problems. This team is integral to ensuring seamless technology operations across our global network, offering significant professional growth and impact within the organization.

How you will contribute

As an IT Field Services Support Specialist, your key responsibilities will include:

• Facilitating walk-ups, service desk, and utilizing the incident knowledge base platform (Service Now).
• Analyzing, diagnosing, documenting, resolving, or escalating reported issues and outages.
• Assisting other departments within IT, including engineering/operations and infrastructure applications/hardware.
• Configuring, installing, and troubleshooting laptops, mobile devices, and printers.
• Responding to all user support inquiries globally, including the primary office location.

Supported Applications:

Support and troubleshooting include supporting MS office 2016 - O365 suites, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM ), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, GoTo Rescue, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support.

Qualifications

• Educated in the technology field preferred.
• Prior experience with an incident management/tracking system in a help desk environment or tech support services is required.
• Solid understanding of MS Office 2016-O365 (Outlook, Word, Excel, PowerPoint, etc.).
• Proven background in in-person and telephone customer service and ability to handle stressful/time-sensitive situations.
• Fundamental understanding of PC hardware/software and connectivity components.
• Exposure to HP/Lenovo ThinkPad/Dell/MacBook/iPhone/Android hardware preferred.
• Experience with Windows 10-11 Operating Systems, Mac OS 13-15 experience is preferred.
• Knowledge of MS Exchange, Active Directory, SharePoint.
• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP.
• Good understanding of ITIL-based structure.
• Ability to work on weekends and after-hours is required, as well as light travel potentially.
• Fluency in English and German is essential; additional languages are advantageous.
• Ability to set an expectation level for an issue and deliver on that expectation and to be self-sufficient and to appropriately manage their own workload.

Your journey at A&M

We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person’s unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on-the-job learning opportunities, you can acquire new skills and advance your career.

We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals.

Inclusive Diversity

A&M’s entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M’s core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity, and we foster inclusiveness, encouraging everyone to bring their whole self to work each day. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.

Equal Opportunity Employer

It is Alvarez & Marsal’s practice to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, creed, religion, national origin, ancestry, citizenship status, sex or gender, gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, family medical history, genetic information or other protected medical condition, political affiliation, or any other characteristic protected by and in accordance with applicable laws. Employees and Applicants can find A&M policy statements and additional information by region here.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.