Job
- Level
- Experienced
- Location
- Berlin
- Working Model
- Onsite
- Job Field
- IT, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you will handle 1st-level IT support, process requests, monitor SLA compliance, administer customer environments in modern IT infrastructures, support optimizations, and collaborate closely with the 2nd-level team.
Job Technologies
Your role in the team
- As a System Administrator IT Support, you are responsible for 1st-level support as well as administrative assistance in modern IT infrastructures for our service customers. In compliance with the agreed Service Level Agreements, you ensure the smooth operation of our customers' environments.
- Central contact person for our external and internal clients
- Acceptance, classification, prioritization, as well as processing and monitoring of service and support requests (including incidents, service requests)
- Monitoring compliance with contractual agreements (e.g., SLA) and final documentation and error analysis
- Troubleshooting and fault elimination at 1st Level (partially at 2nd Level, depending on expertise)
- Administration and maintenance of our clients' IT infrastructures
- Routine service activities as proactive service for our customers, also to a limited extent as on-site activities
- Collaboration with the 2nd-Level / 3rd-Level team
- Responsibility for technical onboarding and offboarding
- Creation, management, and maintenance of accounts, permissions, and roles in central directory services and selected application systems
- Support in the analysis and evaluation of our service processes/workflows as well as the identification of optimization potentials
- Participation in IT projects
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Our expectations of you
Education
- Completed vocational training or adequate professional experience in service/customer management in customer service or related areas
Qualifications
- Good knowledge in handling an IT Service Management System (preferably Omnitracker skills, ITIL knowledge)
- In-depth knowledge of Active Directory, MS Windows, MS Office (including M365), client and server systems, and other standard applications, as well as IT infrastructure and networks.
- Knowledge in end-user support/customer care and in telephone customer service
Experience
- At least 3 to 5 years of practical experience in (IT) customer service
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What we offer
- Varied tasks in an exciting and expanding market
- You can expect a motivated team in a professional environment with flat hierarchies and flexible working hours.
- We will start with a joint onboarding and support you with internal training sessions so that you can settle in well with your new team and responsibilities.
- Internal and external training and development opportunities for your individual talent development
- Career advancement opportunities as well as development opportunities
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Higher Take-Home Pay
Job Locations
About Your Employer
März Internetwork Services AG
As a March Group of companies, we provide our customers with a comprehensive product portfolio in the field of IT infrastructure, IT system solutions and applications as leading IT service provider nationwide. Founded in Essen in 1982, March has nine branches in Berlin, Böblingen, Chemnitz, Essen, Frankfurt, Hamburg, Karlsruhe Magdeburg and Munich and offers nationwide service and sales coverage.
Description
- Founding Year
- 1982
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Internet, IT, Telecommunication
Service Desk employees
- Location
- Berlin
- Working Model
- Onsite
- Diversity
- Open for all genders
