Job Description

As a global member of IT Service and Support team, which operates in a follow-the-sun model, the individual will be involved in:

• Handling of service requests and issues (via hotline and tickets); where required maintains communication records, prioritization, identifies and classifies incident and service request types appropriately.
• Provides first line investigation and diagnosis and strive to achieve First-Call Resolution
• Validate the necessity for escalation and forward on to 2nd level support if required
• Troubleshooting of workplace systems remotely and/or on-site e.g. Windows clients, SAP, Lotus Notes, Microsoft applications (CRM, Outlook, SharePoint, Office) and others
• Provide technical support to users in global factories and sales offices in scheduled support hours
• Maintenance of central knowledge database and educate user with available documentation

Job Requirments

• Diploma or tertiary certification in Information Technology or similar fields
• Minimum 3 years of working experience in system support
• In-depth knowledge of Windows operating systems, Microsoft Office products, Active Directory, network and VPN technologies
• Customer and service oriented, strict SLA adherence and operational readiness
• Knowledge and practical experience in incident management according to ITIL V2 are desirable
• Team player with good communication and interaction skills
• Able to communicate fluently in English; German is a plus