IT Support
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Technical Support Engineer
Public Service / Authority
2nd and 3rd Level back office RAS support for GenuCard 2 and GenuCard 3
- Ticket acceptance via the Maximo tool for Central Operations
- Processing of knowledge records for the reported services
- Troubleshooting on client and backend to isolate faults
- Customer communication via telephone, mail and ticket system for ticket processing
- Grouping of similar tickets into master incidents
- Identification of problems and creation of problem tickets
- Cooperation with customer’s 3rd Level
- Master data maintenance: allocation of issued hardware to the user in the central management system IT-SPS
- Work according to and with BSI IT-Grundschutz
- Creation, development and implementation of process specifications and concept specifications in accordance with BSI IT-Grundschutz
Technology:
Genua Products // GenuCard 2 and GenuCard 3 // GenuCenter Administration // IT Security
Technical Support Engineer
Industry, aerospace
2nd & 3rd Level – front & back office support in IT Enterprise Security
- Support services for 2nd & 3rd Level of all Bitlocker Client Protection Systems, Bromium Client Protection Systems, Genoa VS-TOP Client Protection Systems, Administration 2nd Level TRELLIX EPO Server.
- Administration and support services for customer-specific Windows 2016 & 2019 applications on the server side and client side
- Experience with Modern Management – MDM Tools (Mobile Device Management)
- Ticket service in accordance with customer specifications (BMC Remedy IT Service Management System)
- Implementation of process specifications – KPIs – in accordance with BSI
- Creation, development & implementation of process specifications and concept specifications in accordance with BSI IT-Grundschutz
Technology:
Client Protection Micro-Virtualisation Systems – TRELLIX Enterprise Security System // Cyber Security / IT Security
Technical Support
Consultant
Industry
Support Engineer – Service Desk 1st 2nd 3rd Level support
- Installation and setup of client systems with the various client standard images via SCCM / CCM
- Administration and support services for customer-specific Windows applications on the server side and client side
- Support for the individual client systems
- Support services for migration from old systems to new systems
- AD support
- SCCM – MS Windows Server 2012 R2
- Ticket service in accordance with customer specifications
- VIP support and support services in Essen
Technology:
Administration via CCM, SCCM // Bitlocker Encryption System // Cyber Security / IT Security