System Administrator I (Midshift)

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Responsibilities 

• Provide an amazing customer support experience.

• Be a part of the team providing a single point of contact for our internal IT customers and assisting with their issues and requests (account creation, application use, etc).

• Handle customer requests with Jira, Slack, and email.

• Receive and respond to incoming IT support requests via Jira, email and Slack.

• Interface and coordinate with other departments and take part in cross-functional projects.

• Document and maintain system administration procedures and policies.

Shift & Schedule Requirements:

• Working Hours: Required to work a weekday mid-shift from 3:00 PM to 12:00 AM (midnight).
• Holiday Coverage: Required to work on public holidays if they fall on a weekday; replacement leave will be provided for working on a public holiday.

Your heroic skills: 

• High ability to work independently and as part of a team.

• Analytical, detail-oriented, and creative problem-solving skills.

• Proactive mindset and drive to find and address the root causes.

• High service orientation and ability to see the customer's perspective.

• Good English knowledge

• Completed degree in Computer Science, vocational training in Computer sciences or equivalent.

• Minimum 1 to 3 years of experience in System Administration and IT Tech Support.

• Active Directory, AzureAD, Google Suite, and Slack user management knowledge.

Nice to have: 

• Experience working in an International Agile Environment

• Excellent problem-solving and troubleshooting skills

• Strong communication and interpersonal skills

• Ability to work independently and as part of a team

• ITIL v4 foundation certification

The Global IT Service Desk team provides 24/7 support to Delivery Hero's internal and external employees. Our goal is to provide employees with prompt and efficient support.  The culture is based on teamwork, collaboration, and a commitment to excellence.  

The responsibilities of the Global Service Desk include resolving tickets complying with SLAs, user management of different applications and software issues, Google and Slack Workspace Management, Global communications, managing incident tickets, offering multi-channel support, ensuring security and compliance, and promoting customer satisfaction. The role requires flexible availability, proficiency in ITIL practices, adaptability to emerging technologies, and a focus on continuous improvement.

The long-term goals for the team are to improve employee satisfaction, improve the efficiency of the service desk, and automate as many processes as possible. The team has a significant impact on Delivery Hero by helping to ensure that employees can get the support they need to use the platform effectively. The team also helps to improve the efficiency of Delivery Hero's operations by reducing the number of incidents and problems.

The most interesting part of the position is the opportunity to work with a talented team of professionals across the globe and make a real impact on Delivery Hero's employees. This valuable position helps to improve the efficiency of Delivery Hero's operations, provides the opportunity to learn about different technologies, and provides the opportunity to make a real impact on Delivery Hero's employees.