Senior IT Support Engineer (m/f/d)

Company Description

Here at Volocopter, we are the pioneers of electric air taxis (electric vertical takeoff and landing aircraft - eVTOLs). We have pledged to bring sustainable urban air mobility to life by getting electric air taxis off the ground in a way that complements existing transportation options in megacities across the globe. In 2011 we carried out the first-ever crewed flight of a fully electric multicopter and have since conducted more than 2,000 public and private test flights across the world (www.volocopter.com).

Job Description

Your mission during this flight:

As Senior IT Support Engineer (m/f/d), you will be the go-to-person making sure Volocopter pioneers - on site and remote can work efficiently and seamlessly with the digital tools and infrastructure provided. You will work on support inquiries that are answered or escalated in given Service Level Agreements. Furthermore you will be taking ownership of projects and improvements to optimize existing IT service management processes and structures:

• You will execute and improve IT Service Management processes according to the ITIL framework
• You will participate in IT Help Desk activities and foster ticket resolution according to Service Level Agreements
• You will provide technical support and consulting to users by applying in place Standard Operating Procedures (SOP)
• You will execute standard changes for frequently raised requests around AAD User Management, Baramundi Software Distribution, Mobile Device Management (intune, Jamf), and others
• You will resolve issues of high complexity and align solution within the support team
• You will provide user feedback to product owners from other teams such as Data or Network Operations
• You will adapt user documentation where needed
• You will support our 1st Level support with knowledge and optimize our requirements and 1st / 2nd Level end.

Qualifications

Check in your professional skills:

• Completed training as IT Specialist or similar qualification from previous roles
• 5+ years of professional experience in IT Service Management (ITIL or comparable)
• Experience in executing IT Service Management tools and workflows
• Ability to properly capture, prioritize and manage multiple incidents / service request.
• Very good knowledge of the current Microsoft Office, Windows, Apple iOS / MacOS operating systems, Jira, Confluence, Azure AD/Entra/M365 User-management and more
• Skilled in Hardware, Windows OS, and Office Apps troubleshooting
• Reliability, and ability to work in a team even when faced with challenging situations.
• High customer orientation, dedicated to meet their expectations & requirements
• Independent and proactive way of working
• Business fluent English skills, German language skills would be a plus

Additional Information

Our Volocopter flight includes:

• Fast-growing high-tech company with a superb network of investors and partners
• Chance to shape the future of aviation
• Help us to create groundbreaking new projects - from scratch!
• Personal accountability, as well as growth and learning opportunities, based on your personal strengths
• An inspiring workplace with modern workspaces, flexible hours, quick decision-making, a flat hierarchy, positive leadership, great team spirit
• Attractive compensation package

Diversity at Volocopter:

Our differences are what make us great. Here at Volocopter, we value equal opportunities and trust. As air mobility industry innovators, we believe that changing the world starts on team level. We are committed to fostering an environment where everyone feels valued, respected, and empowered to reach their full potential.