2nd Line IT Support Specialist

Vantage powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

As an IT Support Specialist - 2nd Line, you will play a key role in providing remote and on-site technical support to end users across our regional and global organisation.

As you will be working within a team environment and interact with users on a daily basis, strong communication and customer service skills are essential. You will have a good understanding of ITIL methodologies and experience working across IT requests, incident management, change management and problem solving.

You will use ServiceNow as the primary IT Service Management (ITSM) platform to manage incidents, service requests and other IT-related activities efficiently and accurately.

From a technical perspective, you will support our offices and employees across Windows and Apple devices, in-house AV equipment, printers and multifunction device management, in-house IT hardware inventory and IT asset management and maintenance activities.

You will also provide white-glove IT support to senior executives and C-suite users, delivering a responsive and professional service.

As part of the 2nd Line Support function, you will manage issues escalated by the Helpdesk and use your technical knowledge to troubleshoot and resolve more complex IT issues.

You will have hands-on technical experience and excellent understanding of Active Directory, Azure, Office 365, including Microsoft Entra ID/ Azure Entra, Windows and Apple device configuration policies, mobile device management policies, Azure Autopilot deployments and Intune.

• Work under limited supervision, both independently and as part of a team.
• Provide remote and on-site 1st and 2nd line support for hardware, software and connectivity issues.
• Work closely with global support and specialist teams to resolve incidents, fulfil IT requests and provide 2nd line technical assistance.
• Apply ITIL principles to prioritise, log, investigate, track and resolve incidents and service requests within agreed service levels.
• Use ServiceNow, Microsoft Azure and other administrative tools to accurately record, categorise, prioritise, assign and manage incidents and service requests.
• Manage assigned tickets through to resolution within agreed SLAs, providing regular updates to users throughout the process.
• Diagnose and resolve hardware and software issues across Windows and Apple Mac devices.
• Manage and maintain end-user laptops, mobile devices, peripherals and associated IT assets throughout their lifecycle.
• Maintain accurate stock and asset records, including device assignment, collection, transfer, repair and disposal.
• Work with approved vendors to issue and collect end-user devices.
• Check device encryption, patching, antivirus, configuration and compliance status.
• Complete device, account and access-related activities in line with approved processes.
• Provision and deprovision user accounts across business systems.
• Install, maintain and support software applications, hardware and systems.
• Support IT changes, including required software, hardware and configuration activities.
• Assist with high-priority incidents and provide technical updates during service restoration.
• Support and maintain on-site video conferencing equipment.
• Provide hands-on support to Network and Infrastructure teams during changes and other technical activities.
• Support projects and assist with technical and IT platform migrations.
• Identify recurring problems and highlight opportunities for system or service improvements.
• Create, maintain and update technical documentation.
• Contribute to the knowledge base to support end-user self-service.
• Provide support for other software applications used across the organisation.
• Assist with the care and maintenance of computing, network and office equipment.
• Escalate unresolved issues to the appropriate technical teams.
• Maintain clear communication with users throughout the ticket lifecycle and confirm successful resolution before closing tickets.
• Occasionally travel to other sites and offices as required.
• Carry out additional duties and requests as directed by your line manager.

• Fluent English, both written and spoken.
• Ability to drive, due to the requirement to provide on-site support across our Berlin locations.
• Bachelor’s degree in Information Technology, Computer Science or a related field is advantageous.
• 2+ years of experience in a similar IT Support Engineer or IT Support Specialist role within a helpdesk environment.
• Experience working within an ITIL environment.
• Good working knowledge of Active Directory, Microsoft Azure, Microsoft Office 365, cybersecurity, antivirus and firewalls.
• Experience with device management and administration, including Microsoft Intune and Windows Autopilot.
• Familiarity with remote desktop applications and helpdesk software.
• Experience using incident management and IT service management platforms, such as ServiceNow, Jira or other ITSM solutions.
• Experience working within a global enterprise organisation.
• Experience working with service providers in an international environment.
• Strong troubleshooting, analytical and problem-solving skills, including root cause analysis.
• Ability to diagnose and troubleshoot technical hardware, software and connectivity issues.
• Excellent customer service, communication, presentation and interpersonal skills.
• Confidence communicating with employees and stakeholders at all levels, including senior executives and C-suite personnel.
• Ability to provide clear, step-by-step technical support, both verbally and in writing.
• Ability to effectively prioritise and manage multiple tasks in a high-pressure environment.
• Good knowledge of software licensing terms, licensing models and enterprise maintenance and support contracts.
• Ability to work effectively under limited supervision, both independently and within a team environment.
• ITIL or other relevant IT certifications would be advantageous.
• Technical qualifications such as Azure Administration, CompTIA A+ or Network+ would be advantageous.
• Experience with Agile methodologies would be advantageous.
• Travel is expected to be less than 20%.

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We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage is an Equal Opportunity Employer.

Vantage does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage.