2nd Level IT Support (m/f/d)

 Readlyn, IA

We are looking fora service-orientated and motivated2nd Level IT Support(m/f/d)to join our support team based inCologne. You will be tasked with solving complex technical issues and will also collaborate with team members across all departments andhierarchiesto assist them with their technical requirements.

Your challenges

  • Operational work in the IT ServiceDesk: Processing, forwarding and monitoring of IT Service Requests and IT Incidents
  • Transfer of knowledge between all support levels and towards users - Knowledge Management
  • User- and Rights Management, guarantee the provisioning of all accesses and terminations in time and with high quality
  • Support, Onboarding and Training ofemployees in IT Standards, documentation of applications, systems and processes
  • Troubleshoot and resolve issues after pre-qualification with software,hardware and mobile devices
  • Take over ownership of ServiceDesk related applications
  • purchase and inventory of IT equipment and licenses, Software Assetand Configuration Management
  • Working on IT projects with related IT ServiceDesk activities
  • Close collaboration with internal and external partners, coordinationof tasks to external provider
  • Manage, arrange and schedule user client updates
  • Support Problem Management Process
  • Analyze records and logs to spot issues
  • Consult the management in regards to management, operation and improvement of the client infrastructure

Your commitment

  • Successful completion of apprenticeship as a IT Specialist (system integration or application development) or similar
  • Severalyears of working experience in 1st or 2nd Level Support
  • Strong understanding of ITIL Processes and knowledge in ITSM tool(s).
  • ITIL (v3 or v4)Certification is preferred, but not required
  • Willingness to solve complicated problems and see projects through to completion
  • Analytical skills to study problems and records and identify solutions
  • Passion to proactively and constantly improve status-quo on all levels
  • Team-oriented attitude to help other colleagues and departments with technical problems
  • Interpersonal communication and relationship-building skills
  • Ability to work with all levels off staff within and outside of IT and outside the organization
  • Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
  • Ability to manage time andeffectivelyprioritize numerous projects at one time
  • Fluent inEnglish, spoken and written

Your rewards

At HRS we feel globally united and mutually responsible, a belief that is rooted in our company history and values: Thinking and acting like an entrepreneur, with everyone across the whole company being given the opportunity to take full ownership to deliver on our shared vision every single day.

You will work in a modern working environment with flexible working hours and the option to work from home. Our training and further education offers give you plenty of room for your personal growth and individual development.