Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Berlin
- Working Model
- Onsite
Job Summary
In this role, you prioritize support tickets, assist users with technical queries, and ensure process documentation. You also manage the IT service catalog and promote self-service options for users.
Job Technologies
Your role in the team
- Prioritize tickets based on ticket type, number of users affected, and business impact.
- Overall ticket queue triage and routing to ensure requests to IT are acknowledged and resolved appropriately and timely, and at the correct tier of support.
- Create and maintain internal documentation for the team to use as a guide to delivering standard, compliant IT services and solutions.
- Create, update, and manage support tickets, ensuring accurate documentation and timely resolution.
- Follow standard operating procedures for incident management, request fulfillment, and service delivery.
- Create or oversee the creation of expanded self-service options for NinjaOne end-users, including user-facing knowledgebase.
- Oversee/maintain IT request catalog and underpinning list of IT-supported services.
- Serve as the first point of contact for technical support requests via ticketing system, email, phone, or chat.
- Support onboarding and offboarding activities, including device preparation, account setup, and access removal.
- Other duties as needed.
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Our expectations of you
Qualifications
- Time management/organizational skills.
- Polished verbal and written communication skills.
- Fluent in English, German proficiency preferred.
- Knowledgeable practitioner of continual improvement methods.
Experience
- Erfahren im Umgang mit der Vertretung der IT gegenüber VIPs und der Geschäftsleitung.
- Experienced with helping to drive change throughout a team or organization.
- Zertifiziert in einem oder mehreren Kernbereichen, die für NinjaOne IT relevant sind, und/oder gleichwertige Berufserfahrung mit (MDM, Okta, FreshService, Lean, Ninja, zum Beispiel).
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What we offer
- Grow personally and professionally with one of the fastest growing companies.
- Enjoy your lunch covered by NinjaOne 3 times/week at the office.
- Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more).
- Develop your skills through our renowned training platform.
- Receive competitive compensation.
- Collaborate with a curious, kind, international and intercultural workforce.
- Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit).
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Topics You Will Work On
Job Locations
About Your Employer
NinjaOne GmbH
Founded in 2013, NinjaOne GmbH focuses on automated endpoint management solutions and aims to simplify IT complexity. With over 15,000 customers and more than 1,000 employees, the company has been steadily growing.
Description
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Service Desk Technician
- Location
- Berlin
- Working Model
- Onsite
- Diversity
- Open for all genders
