Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Berlin
- Working Model
- Onsite
Job Summary
You handle IT inquiries in 1st and 2nd level support, perform remote and onsite repairs, and document all processes in the ticketing system while collaborating closely with different departments.
Job Technologies
Your role in the team
- 1st and 2nd Level Support - Handling assigned tickets via phone, email, or portal and corresponding documentation in the ticket system, remote support via TeamViewer or similar.
- Onsite Support - On-site repair and installation of hardware and software, including data transfer (PC, printers, etc.)
- Error analysis - taking over the initial solution based on existing documentation, prioritization and classification of disturbances in the ticket system within the customer's framework.
- Cross-departmental collaboration - continuous exchange and forwarding to the subsequent solution groups (2nd / 3rd level)
- Customer Service - Handling various customer inquiries
- ITSM | ITIL - Expansion and documentation of ITSM processes according to ITIL, setup, remote commissioning, and maintenance of new IT and telecommunications equipment
- Special Tasks - Knowledge Management or Incident Management
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Our expectations of you
Education
- Completed training in IT or a comparable qualification
Qualifications
- Configuration and maintenance of WLAN handheld scanners
- Support of Windows-based print servers and printers in the SAP and Office environment
- Knowledge of structured cabling and patching at network racks
- Technical documentation of existing environments (cabling, patches, locations, etc.)
- Knowledge in handling common ticketing systems, ideally Helpline.
- Very good German and good English skills, both written and spoken.
- Service-oriented mindset and customer friendliness
- Empathy towards the customer
- Teamwork and motivation
- Open-minded and friendly character
- Confident demeanor when interacting with users
- Willingness to travel within Germany for rollouts
- ITIL v3 Certification
- ITIL v4 Certification
Experience
- Initial work experience in IT support desired, also open to career changers with IT affinity.
- Experience with Windows Client and Server operating systems
- Experience in the telecommunications systems environment
- Experience in supporting Knowledge Management
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What we offer
- Open communication, helpfulness, and support from experienced colleagues.
- Continuous opportunities for further training and development in exciting projects.
- Modern workplace with height-adjustable desks and high-quality headsets.
- Regular training sessions and e-learning opportunities.
- Fair starting salary, permanent employment contract, and company benefits.
- Team events, local activities, corporate benefits, and good coffee breaks.
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Job Locations
This is your employer
everience GmbH
Die everience GmbH in Darmstadt ist Teil des europäischen Konzern NEURONES, der seit 30 Jahren im IT Markt profitabel wächst. Der Fokus liegt im ersten Schritt auf PC- und Helpdesk-Services, die den größten Anteil des Konzernumsatzes von NEURONES abbilden und durch starke Innovationen eine gute Differenzierung ermöglichen. Als junge und dynamische deutsche Niederlassung agiert die everience GmbH seit 2015 erfolgreich in der DACH-Region sowie in den Benelux-Staaten.
Description
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Internet, IT, Telecommunication
IT-Onsite Support Specialist
- Location
- Berlin
- Working Model
- Onsite
- Diversity
- Open for all genders
