Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Greifswald
- Working Model
- Onsite
Job Summary
In this role, you will handle 2nd-level support tickets, document events, coordinate appointments, and optimize processes to resolve complex IT queries.
Your role in the team
- Processing of ticket requests in 2nd-level support and, if necessary, creating the required tickets in 1st-level support, including documentation in the asset management system.
- Work organization by taking over tickets assigned to Technical Support (including scheduling and coordination).
- Internal forwarding of tickets to IT staff as needed, as well as close coordination with other IT departments (ServiceDesk, MKIS, etc.) for troubleshooting non-standard cases.
- Creation and maintenance of product documentation and documentation of events related to information security.
- Technical support as needed to the department head on topics related to the IT organization and assisting the department head with project work.
- Compliance with SOPs in Incident Management.
- Handling of helpdesk inquiries by taking over the hotline when work organization requires it.
- Continuous critical review of all processes within the work area and, if necessary, development of process optimizations in consultation with the department management.
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Our expectations of you
Education
- Completed training as an IT specialist in system integration or a comparable qualification.
Qualifications
- In-depth knowledge in the field of Digital Asset Management and relevant (Security) standards such as ISO27001, BSI Basic Protection, or KRITIS.
- Basic knowledge of Identity and Access Management Systems (IAMS), application design and development of complex IT architectures, as well as license management systems.
- Good knowledge of German (at least B2 level) and basic knowledge of English (at least B1 level).
- Conceptual and analytical thinking skills combined with the ability to develop and implement solutions.
- An independent working style as well as organizational, coordination, and cooperation skills.
- Empathy when dealing with applicants on the phone as well as personal negotiation skills when handling customer requirements.
Experience
- Experience in building and operating IT infrastructures and knowledge of various IT platforms.
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What we offer
- In addition to the tariff-based remuneration according to TV-L (pay grade E9a depending on personal qualification), the University Medicine Greifswald offers attractive additional benefits such as occupational pension schemes and employee discounts on the Corporate Benefits platform.
- Additionally, we promote sustainable mobility with the option of Jobrad leasing.
- Regular training and development programs are offered to promote the personal and professional growth of employees and to help them stay up-to-date with the latest research and technology.
- The University Medicine Greifswald is committed to promoting a balanced work-life balance for its employees and offers flexible working time models as well as programs to promote health and well-being, such as the cooperation with Hansefit GmbH.
- Our family office supports you in your search for accommodation and all questions related to the topic of "work-life balance".
- Greifswald is a charming university town near the Baltic Sea, offering a high quality of life, diverse cultural activities, and a historically rich environment for work and leisure.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Higher Take-Home Pay
Job Locations
About Your Employer
Ernst-Moritz-Arndt-Universität Greifswald
The Greifswald University is a university located in the Hanseatic city of Greifswald. It was founded in 1456 and is one of the oldest universities in Central Europe.
Description
- Company Size
- 250+ Employees
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Education System
IT Field Service employee
- Location
- Greifswald
- Working Model
- Onsite
- Diversity
- Open for all genders
