Job
In this role, you are the technical contact, handling issues, documenting in the ticket system, and optimizing IT support through AI-driven instructions and monitoring of business-critical applications.
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Job technologies
Your role in the team
- You are the first point of contact for technical inquiries and incident reports.
- You independently troubleshoot IT issues, document them in the ticketing system, and share your knowledge with the team through a knowledge base.
- You will also be responsible for monitoring ticket quality from initial handling through to successful resolution.
- You work closely with IT Service Management.
- You are also responsible for communicating with the service provider regarding repairs and hardware component orders.
- You monitor business-critical applications and processes using a monitoring tool.
- Prompt Engineering: You develop effective instructions for the AI system to automate additional IT support use cases and optimize existing ones.
Our expectations of you
Education
- You have completed vocational training as an IT specialist or an equivalent qualification, and ideally already have some initial experience in IT support.
Qualifications
- Good knowledge of MS Office (Microsoft 365), client operating systems (Windows 11), and AD (Active Directory).
- You communicate confidently in German and English.
- Coordination and organizational skills are among your strengths.
- Willingness to participate in regular on-call rotations.
- Determination and a customer-focused approach to work round out your profile.
Experience
- You have experience using ticketing tools.
What we offer
- Agile processes, the latest technologies, and an open, appreciative team culture where colleagues from over 90 nationalities pull together and embody a unique Hermes spirit.
- 38-hour workweek with flexible hours, a working time account, and a dynamic mix of remote work and office days—for a work-life setup that suits you.
- A wide range of learning opportunities for your professional and personal development (e.g. our Learning Hub, Masterplan, and individual training courses).
- Regular cross-functional New@Hermes onboarding event to help you find your feet faster, get to know our company culture, and build a valuable internal network.
- 15% discount at otto.de and other Otto Group stores, subsidies for the Deutschlandticket, JobRad, free parking garage and company pension scheme, capital-forming benefits, childcare subsidies, and annual special payments.
- Enjoy discounted meals, complimentary hot drinks, and affordable beverages and snacks every day, freshly prepared by our barista.
Benefits
Work-Life-Integration
Health, fitness & fun
Food & drink
Topics you will work on
Job locations
About your employer
Hermes Germany is a leading logistics provider based in Hamburg. We partner with numerous online retailers and multi-channel merchants both in Germany and abroad. Our focus is on delivering packages nationwide.
- Established Company
- Onsite, Hybrid
- Logistics, Transportation
Employer reviews
- Team culture
- 2.8
- Engineering
- 2.5
- Career growth
- 2.4
- Working conditions
- 3.0
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