Job
- Level
- Experienced
- Location
- Erlangen
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you are the first contact for support requests, managing tickets, resolving technical issues independently, and assisting customers via phone and on-site. Additionally, you will install IT systems and maintain documentation.
Your role in the team
- First point of contact (m/f/d) for new support inquiries from our customers.
- Acceptance, analysis, classification, and prioritization of incoming tickets.
- Independent resolution of simple technical issues and standard inquiries.
- Structured escalation of more complex topics to 2nd-Level Support.
- Support for customers via phone, remote access, and on-site.
- Installation and configuration of client devices, peripherals, and IT workstations.
- Creation and maintenance of support and infrastructure documentation.
- Collaboration with external service providers and manufacturers.
- Ensuring a high first-time resolution rate (First-Fix-Rate).
- Overview of all ongoing requests and active management of processing.
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Our expectations of you
Education
- Completed training in the IT field (e.g., IT specialist (m/f/d) system integration) or a comparable qualification.
Qualifications
- Strong service and customer orientation.
- Structured, independent, and reliable work approach.
- Analytical thinking skills and enjoyment of problem-solving.
- Willingness to familiarize oneself with new technologies and topics.
- Ability to work in a team as well as a professional demeanor towards clients.
- Basic knowledge of virtualization and firewall technologies is an advantage.
- Class B driver's license.
Experience
- Alternatively: relevant practical professional experience in IT support.
- Ideally, initial experience with ticketing systems.
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What we offer
- Secure job in a forward-looking IT company.
- Exciting tasks in the areas of IT infrastructure and IT security.
- Collegial team with an open corporate culture and flat hierarchies.
- Independent work with a lot of creative freedom.
- Hands-on instead of stand-by - active co-creation instead of a purely support role.
- Good work-life balance through predictable working hours and, depending on the task, the possibility of remote work/home office.
- Individual training and development opportunities.
- Modern work environment with up-to-date technology.
- Regular team communication as well as short decision-making processes.
- Attractive compensation and long-term prospects.
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Topics You Will Work On
Job Locations
About Your Employer
Michael Schmidt IT GmbH
Viele Kunden wünschen sich eine ganzheitliche Beratung, die potenzielle Probleme, Störungen und Gefahren schon im Vorfeld ausschließt. schmidt IT unterstützt Unternehmen seit 2001 bei der Analyse und Realisierung komplexer IT-Projekte als professionelles IT-Systemhaus in der Region Nürnberg-Erlangen-Fürth. Wir analysieren detailliert ihre individuellen Anforderungen und sorgen für eine ideale Gesamtlösung.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
IT support staff
- Location
- Erlangen
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
