Support Manager (Junior, L 1)

Dinarys GmbH

https://dinarys.com/

Support Manager (Junior, L 1)

Berlin

Vollzeit

Qualitätssicherung

Support Manager (Junior, L 1)

Our client is one of the leading manufacturers of cardio- and endovascular medical devices, and represented in over 100 countries around the world.

Responsibilities

- Provide reliable and customer orientated IT client services (user help desk, desktop/laptop, MS office, mobile phones, e-mail, printer – including software and hardware) in close alignment with the global Center of Excellence;

- Provide support and guidance to team members on technical and operational issues;

- Support user help desk services (1st, 2nd and 3rd level support, triage, ticket fulfillment);

- Ensure on call support for critical IT services;

- Steer projects with an IT client service content;

- Administrator for client management tools (ticket system, software distribution system, anti-virus system, user administration, M365 services);

- Possess experience in Basic Networking, DNS, DHCP, Active Directory, and mobile device management;

- Able to communicate and liaise with key stakeholders and external IT vendors.

Requirements

- German at least B1;

- 2+ years experience in an IT support role;

- Strong technical skills in windows based client environments with the respected support tools (remote desktop, ticketing tools);

- Skills in ITIL Processes for IT Service Management;

- Experience with end user phone support for technical and non-technical users - strong communication and customer service skill is a must;

- Experience supporting end users, endpoint devices (including desktops, laptops, tablets and smart phones), back-office applications in a multi-site enterprise environment (>3500 Devices);

- Experience using remote control software to diagnose user and computer issues;

- Experience with troubleshooting and supporting LAN, Wifi and VPN clients;

- Experience working in a multi-tiered IT support environment using service desk tools (ticketing system);

- Excellent oral & written communication and interpersonal skills & customer orientation;

- Solid analytical and problem-solving skills;

- Experience with knowledge base, Wiki platforms, and task management systems (Jira);

- Experience in running client related projects (Windows 10 migration and deployment, software installation);

- Knowledge of networking and application concepts is preferred.

Benefits

- Fair remuneration;

- Coordinated holiday planning;

- Further training and continuing education due to the position;

- Good working atmosphere in a friendly and motivated team.

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