About the Opportunity
Job Type: PermanentApplication Deadline: 31 August 2025
Title Technical Analyst - DTS
Department Enterprise Service Management – TechHub
Location Kronberg, Germany
Reports To Krisztian Szabo – Technical Consultant
Level Technical Analyst
About your team :
Our team is part of Enterprise Infrastructure Services (EIS) team that provides support to Fidelity business units across the Locations. This is one of the most critical support team who supports everyone within the organization and manage End user IT Assets infrastructure as well as running projects and contributing to global projects. TechHub teams provide End-Users support to Fidelity employees and manages relations with internal functions, teams and assist them with their technologies support and requirements.
The broader organisation incorporates Enterprise Infrastructure Services (EIS) that the firm relies on to operate on a day-to-day basis including data centre, networks, proximity services, security, application Infrastructure, incident management and remediation.
About your role :
This Technical role is part of the on-site representation for Desktop Services support in Germany. The job encompasses providing end to end support services with primary responsibility for hardware and software support services for IT technology matters in Fidelity’s offices in German and Austrian country locations, as a key member of the Regional European Technology Service team.
He/she is maintaining customer satisfaction through problem resolution, Service Level Agreements (SLA) and being the lead, focus of a localised technical team. The role involves exposure to other Technical Services technologies groups and requires a solid understanding of how these interact together and the processes for delivery. This is a hands-on role where technical skill and experience must be matched by an outstanding customer service ethic, as the team is completely customer facing.
Expectations :
1. Operate at a departmental level. Work pro-actively instead of reacting.
2. Work with limited supervision to achieve agreed targets and goals.
3. Demonstrate either specialist technical knowledge, project skills and people management skills.
4. Ensures that activities of direct & indirect subordinates support the overall area goals.
5. Actively participate as a team member – share with colleagues’ knowledge, skills and experience of process, product, standards, and systems.
Your key accountabilities :
6. Liaise with Service Desk, Service Managers, International Technical teams and User Community to provide resolutions and customer support.
7. Resolving Service Requests and Incidents within SLA - Enhance Client experience by reducing repeated issues
8. Troubleshoot and resolve technical issues related to general product knowledge, networking, software (installation, performance), hardware (laptop, desktop, virtual device)
9. Maintain current environments and software policies
10. Operate comfortably within an international team environment.
11. Participation as project resource in local/global projects
12. Participate in Central European/Global initiatives
13. Achieve high quality of service support to the business community.
14. End Users IT Assets Management - Managing Data Quality.
15. Projects Support - Executing and driving Project work with great client experience
About you :
16. IT technical degree is required - Bachelor’s degree is not required, however is desired
17. 2+ years IT/Customer service experience in support
18. Proficient with desktop (Lenovo), printer (HP) environments Windows, MS Office (Office 365), VDI, Virtual platform, Apple products and/or similar
19. Basic understanding of voice / network architectures, data WAN/LAN.
20. Video/audio conferencing technologies - Polycom products, apps: Zoom, MS Teams
21. Experience with Mobile devices with IOS (iPhone and IPad) and Android platform
22. Experience providing remote support (over phone, mail, chat)
23. Ability to identify and drive the resolution of IT issue through ticket system (e. g. ServiceNow)
24. Strong Customer-service focus, with a positive, self-motivated attitude and good communication skill
25. Organised with good attention to detail
26. Flexible team player, comfortable in an international environment
27. Good German and English (B2 level preferred) must have, other European languages would be an advantage
28. ITIL (Foundation 3/4) certification/knowledge is desire
Feel rewarded :
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.