Job
In this role, you will provide onsite support in various customer areas, manage 1st and 2nd level support requests, conduct patch management, and collaborate closely with the team on documentation and knowledge management.
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Your role in the team
- As a floater in onsite support, you will take on the following tasks as needed:
- On-site IT support in our customers’ production, office, and service areas.
- Handling 1st- and 2nd-level support requests, particularly relating to production-specific or business-critical end devices.
- Patch and update management as well as general IT administration.
- Ad hoc support for live productions with the highest priority (TV broadcasters).
- Support with rollouts, workstation relocations, and hardware replacements (banking environment).
- Documentation in the central ticketing system (e.g., Matrix42).
- Collaboration with downstream support teams on escalations.
- Maintenance and further development of the knowledge base.
- Compliance with customers’ ITIL processes and security requirements.
Our expectations of you
Education
- Completed vocational training in IT (e.g., as an IT specialist) or an equivalent qualification.
Qualifications
- Very good knowledge of Microsoft Windows, M365, networking, and end-user device support.
- ITIL 4 Foundation certification or willingness to obtain it.
- German language skills at C1 level, English language skills at least at B1 level.
- Strong customer service orientation, initiative, and ability to work in a team.
- Willingness to work shifts and on weekends/public holidays.
- Willingness to travel extensively within the Mainz/Frankfurt region.
Experience
- At least 3 years of experience in IT support, ideally in the media or finance sector.
- Experience with ITSM tools (ideally Matrix42).
What we offer
- Varied assignments in media-related and financial technology environments with high visibility.
- Flexible working hours.
- A collegial, professional team with a structured onboarding process.
- Ongoing training and development opportunities.
- Attractive compensation.
Benefits
Work-Life-Integration
Job locations
About your employer
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.
- Established Company
- Onsite
- Internet, IT, Telecommunication
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