Job Summary ESSENTIAL SKILLS REQUIREMENTS: · Experience with ITIL processes (Incident, Change and Problem management) o Plan and execute maintenance tasks (change management) o Plan and execute infrastructure lifecycle tasks (technical lifecycle, change management) o Resolve incident tickets o Analyse and resolve problem tickets · Experience with VIP and End-user support · Experience with technical documentation, standard operating procedures and user support guides · Experience with Active Directory/Azure Active Directory · Exposure to device management (SCCM, Workspace One, Microsoft Intune etc..) · Exposure to troubleshooting infrastructure, network and integration issues · Basic German Language · Any additional responsibilities assigned in the Agile Working Model (AWM) Charter ADVANTAGEOUS SKILLS REQUIREMENTS: · Experience in operation of Linux Servers and/or Windows Servers · Experience in Windows Client OS, GPO and patch management · Experience with cloud technologies and cloud providers (Microsoft Azure, Amazon Web Services, Google Cloud Services) · Experience with Scripting (Powershell, Bash etc.) · Experience with monitoring solutions (SCOM, Dynatrace, Site24/7 etc.) · Experience with SQL (MS, Oracle etc.) · Experience with Jira and Confluence · Soft Skills o Excellent communication skills in a clear a concise way with team members, stakeholders and management on an appropriate level of detail o Ability to deliver on time and in excellent quality o Strong ability to analyse issues, build a resolution plan and bring it to successful implementation o Strong ability to understand technical dependencies and enterprise setup on a global scale WHICH QUALIFICATIONS/EXPERIENCE DO WE NEED FOR THE ROLE? · A university degree/diploma in a relevant field of study (e.g. computer science, engineering, sciences) or a comparable qualification or 3 years IT experience WHAT WILL BE YOUR ROLE AND RESPONSIBILITIES? · Daily monitoring and resolution of English and German IT Service Management (ITSM) VIP and end-user support requests · Be responsible for the verification, planning and actioning of maintenance tasks together with other infrastructure teams · Continuously work on improving the operational stability · Work on automation of platform operations, troubleshooting and maintenance topics · Interact with an international product team, external providers, vendors and customers. o Treat security as a first-class citizen o Work closely with stakeholders, development teams in constantly improving our Endpoint Management platforms stability and availability o Work with other IT teams on integration of new features and componentsJorDan HRRecruiter
