Key Responsibilities
* Ensures first class IT Service Delivery across locations for infrastructure services
* Support of Local Production/Manufacturing Connectivity
* Acting as counterpart for the European Data Center Team in order to support ongoing projects.
* Strong focus on IT support resulting out of restructuring plans.
* Willing to be part of distributed service-teams and to take over responsibility of one or more specific service-team(s) as ownerHelps to build IT service relationship with customers
* Ensure quality services are performed to the agreed SLA
* Support in implementing and providing services
* Ensure that systems, processes and methodologies specified are followed and to ensure effective monitoring, control and support of service delivery
* 2nd and 3rd Level Operations for Client, Mobile, Security, Web and Network related services
* Independent troubleshooting and problem-solving incl. best practice sharing
* Work within the global team to improve infrastructure services
* Coordination and escalation of operational issues and solution proposals to Management
* Helps to build IT service relationship with customers across levels and build up professional reputation
* Creates strong morale and team spirit within the team while actively fostering wins/successes through results
* Understands Incident, Problem and Change Management Principles
Education/Experience:
* 5 years working in Information Technology
* 2-3 years working in a Client Service Team
* 2nd and 3rd Level support experience in multi-language
* Experienced in technical troubleshooting (layer 7-4)
* Support coordination across 1st – 2nd – 3rd level teams
* Experienced in Service Management (Service NOW as preference) and/or ITIL Principles
* Experienced in interacting with (Senior) Management
* Experienced in Client/Server Infrastructures
* Experienced in Microsoft Office Applications
* Technical and innovation affinity
* Experienced with Apple IOS
* Experienced with Microsoft OS (WIN 10, 11 plus)
* Experienced in Microsoft Office Applications, Mobile Device Management
* Very focused in User Satisfaction
* Proficient in German, effective in English, other European languages a plus
* Willingness to travel and work at various locations in Germany, even over several days.