1st Level Supporter (m/w/d)

Job objective:

• Administration of infrastructure support services related tasks and activities within local region.
• Efficient ServiceDesk and 1^st Level IT support by applying known solutions to problems and/or performing basic research

Main responsibilities:

• Identifies, diagnoses, and resolves IT infrastructure incidents on 1^st Level (single point of contact) for all users and communicates known solutions to end-users in a user-friendly, professional manner
• Administration and reporting of user service requests as defined by IT management (Service Request Management process)
• Implementation/Installation and administration/maintenance of IT infrastructure services with focus on availability, reliability and manageability following it standard processes in coordination with responsible IT management
• Active contribution to 2^nd level group activities where required; global project contribution

Additional responsibilities:

• Education of users based on typical processes to make optimal use of business systems
• Contribute ideas to improve IT processes and services
• Support implementation of new and/or improved IT processes following typical IT standards
• Problems, solutions and results of project work as well as any elaborated results within the area of responsibility must be documented in an understandable manner

Requirements:

• Associates degree of computer science
• Equivalent combinations of education, experience and certification will be considered
• Minimum 3 years’ experience of working in a preferable global it organization
• Experienced in implementing, documenting and operationally maintaining IT infrastructures
• Experienced in interacting with external suppliers and service providers
• Technical IT infrastructure knowledge with focus on globally positioned IT infrastructure technique

Language:

• Good verbal and written communication skills in local language and English combined with the ability to communicate effectively

Others:

• High level of customer focus and strong customer support commitment
• Ability to cooperate with other individuals with a problem solving oriented attitude on a professional level