Key Responsibilities:
- Ensures first class IT Service Delivery across locations for infrastructure services
- Support of Local Production/Manufacturing Connectivity
- Acting as counterpart for the European Data Center Team in order to support ongoing projects.
- Strong focus on IT support resulting out of restructuring plans.
- Willing to be part of distributed service-teams and to take over responsibility of one or more specific service-team(s) as owner. Helps to build IT service relationship with customers
- Ensure quality services are performed to the agreed SLA
- Support in implementing and providing services
- Ensure that systems, processes and methodologies specified are followed and to ensure effective monitoring, control and support of service delivery
- 2nd and 3rd Level Operations for Client, Mobile, Security, Web and Network related services
- Independent troubleshooting and problem-solving incl. best practice sharing
- Work within the global team to improve infrastructure services
- Coordination and escalation of operational issues and solution proposals to Management
- Helps to build IT service relationship with customers across levels and build up professional reputation
- Creates strong morale and team spirit within the team while actively fostering wins/successes through results
- Understands Incident, Problem and Change Management Principles
Education/Experience:
- 5 years working in Information Technology
- Proficient in German, Effective in English, other European languages a plus
- Willing to travel to different locations in Germany
- 2-3 years working in a Client Service Team
- 2nd and 3rd Level support experience in multi-language
- Experienced in technical troubleshooting (layer 7-4)
- Support coordination across 1st – 2nd – 3rd level teams
- Experienced in Service Management (Service NOW as preference) and/or ITIL Principles
- Experienced in interacting with (Senior) Management
- Experienced in Client/Server Infrastructures
- Experienced in Microsoft Office Applications
- Technical and innovation affinity
- Experienced with Apple IOS
- Experienced with Microsoft OS (WIN 10, 11 plus)
- Experienced in Microsoft Office Applications, Mobile Device Management
- Very focused in User Satisfaction
- Proficient in German, effective in English
Internal Use Only: Salary
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