Job
In this role, you will handle complex IT support requests, optimize processes, document solutions, and ensure service quality while collaborating closely with internal and external partners.
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Your role in the team
- In this newly created position, you serve as the interface between the first-level support team, the employees of the St. Augustinus Group, and external service providers.
- Your role combines deep technical expertise, a strong service-oriented mindset, and aims to make our processes more efficient.
- Handling complex incidents and service requests.
- Escalations of issues to internal teams (Application, Network, and Infrastructure) and external service providers.
- Documentation of solutions, development of knowledge bases, and transfer of know-how to the 1st-level support.
- Ensuring service quality by adhering to SLAs and actively participating in the optimization of support processes.
Our expectations of you
Education
- Successfully completed training in the IT field (e.g., IT specialist in system integration) or a comparable qualification.
Qualifications
- Comprehensive knowledge in IT infrastructure and applications.
- Ideally ITIL certification.
Experience
- Experience with Active Directory and policies.
- Proven experience in managing complex service requests with varying levels of criticality.
What we offer
- Flexible working hours and remote work available at least three days a week.
- Modern technical environment: server virtualization, CITRIX VDI, Windows, Microsoft 365, Exchange, NetApp.
- A lot of room to shape the newly created position.
Benefits
Health, fitness & fun
Work-Life-Integration
Job locations
About your employer
The St. Augustinus Group is the largest provider of medical and social services in the Lower Rhine region. The non-profit organization includes hospitals, psychiatric clinics, health centres, a rehabilitation clinic, numerous offers for seniors and people with disabilities as well as two training academies.
- 50-249 Employees
- Established Company
- Onsite, Hybrid
- Healthcare, Social Sector
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