Job
In this role, you will handle 2nd level support requests, analyze technical issues, manage end devices and software distribution, and optimize support processes in a hospital environment.
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Job technologies
Your role in the team
- User Service (2nd Level Support):
- Handling complex incidents and service requests in 2nd-level support until resolution or qualified handover.
- Analysis, diagnosis, and sustainable resolution of issues on clients, applications, and end-user infrastructures (without responsibility for the operation of the underlying platforms).
- Clear and service-oriented communication with reporting employees, as well as information about the processing status, solution approach, and next steps.
- Analysis of recurring disruptions, identification of their causes, and implementation of sustainable solutions to prevent repeat errors.
- Conducting structured pre-analyses as well as qualified handover of complex cases to 3rd-level support.
- Escalation of incidents and problems to the responsible internal IT specialist teams.
- Collaboration with the relevant IT teams for systems, workstations, and applications.
- Documentation of error images, solutions, and best practice examples.
- Support and guidance for rollout and migration projects.
- Participation in the further development of standardized support processes, responsibilities, and documentation standards.
- Workplace & Device Management:
- Planning, procurement, and lifecycle management of IT end devices.
- Execution of rollouts and device swaps as well as hardware returns and decommissioning.
- Management and operation of Mobile Device Management (MDM) solutions.
- Maintenance of client management systems (e.g., Matrix42).
- Software distribution as well as planning and execution of client patch management.
- Creation, testing, and maintenance of software packages for automated deployment.
- Definition, further development, and documentation of workplace standards.
- Management of hardware assets and maintenance of the inventory.
Our expectations of you
Qualifications
- Good knowledge of medical and administrative processes in hospitals; familiarity with a clinical information system, especially Dedalus Orbis, is advantageous.
- Proficient handling of Windows workstations and common client technologies, as well as knowledge of Microsoft Windows Server operating systems and Citrix XenApp.
- Sense of responsibility, initiative, ability to cooperate and communicate effectively, as well as the capacity to remain calm and composed in hectic situations.
- High willingness to learn and pursue further training.
Experience
- Several years of experience in the implementation and support of IT applications in the healthcare or social services sector, preferably in a hospital environment, ideally within a KIS or other medical IT applications.
- Experience with ticket, client, and asset management systems as well as knowledge in mobile device management, Matrix42, software deployment, software packaging, and patch management.
What we offer
- A versatile and interesting range of tasks.
- Tariff-based remuneration according to cts-AVR including attractive social benefits.
- Annual bonus payment and supplementary pension scheme.
- Individual training and development opportunities.
- Employee benefits within the cts network, e.g., bicycle leasing or subsidy for the Deutschlandticket.
- Free weekend childcare service for employees' children.
Benefits
Health, fitness & fun
Higher take-home pay
Work-Life-Integration
Job locations
About your employer
The German Caritas Association is the welfare association of the Catholic Church and the umbrella organization of the social welfare sector. The Federal Centre coordinates the work of the Association and its political representation, thus committed to a fair and solidarity society.
- Established Company
- Onsite, Hybrid
- Healthcare, Social Sector
Employer reviews
- Team culture
- 2.8
- Engineering
- 2.6
- Career growth
- 2.6
- Working conditions
- 3.4
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