IT Operations Specialist

PURPOSE i

Provide onsite and remote IT support to users. This includes assisting, instructing, informing and training them on

IT-related matters. Support and assist configuring IT appliances, printers, VoIP phones, mobile phones, tablets,

internet lines and other standard hardware and standard software. Act as a local point of contact for IT outsourcing

partners and other Global IT business units. Part of a global callcenter giving remote support to end users.

ACCOUNTABILITIES

• Operating systems support : Windows, iOS, Android
• Standard hardware & standard software support
• Local network internet lines, VoIP systems, printers, mobile phones and tablets support
• Server room operations : racking, patching, cabling, refresh
• Assist Global IT Infrastructure team to assess capacity and requirements locally
• Incident / request management
• Travelling to other locations where / when needed
• Train new users, conduct regular training sessions, project-related training sessions
• Google Apps and Office 365 technical support
• Ensure effective user commmunication (IT changes, announcements, reminders)
• Translate documents, training materials and manuals to local language(s)
• IT projects assistance and consulting, within the bounderies of this job description
• Maintain IT knowledge database
• Provides all the relevant and pertinent information shen involved in local IT audit processes
• Disposal of IT equipment and appliances
• Provides IT consultancy to local managment upon request
• Part of a rotating shift for weekend calls
• Provides best effort IT support for local business events (symposium, conferences, meetings)

Critical Knowledge and Qualifications : (what the role holder must know; including any required general or professional

qualifications / education)

• Strong knowledge of Microsoft Windows, iOS and Android Operating systems
• Familiarity with Microsoft Office suite, Google Apps,VoIP
• Basic server room knowledge

Critical Skills / technical know-how : (what the role holder must be able to do)

• Fluent German(Native or Atleast B2) and English
• Time management skills
• Excellent communication skills (written & verbal)
• Ability to build & manage strong working relationships with end users
• Ability to deliver at a high level, even when under pressure, when working both independantly and

also as part of a team

• Friendliness, team-player skills
• Good negotiation and training skills
• Ability to translate business needs into IT terms

Critical Experience :

• Previous experience in a customer facing technical support role
• Experience working within SLA driven environments

COMPETENCIES Essential for the role

Determine max. 6 competencies, refer to List and Definition of Competencies

• Customer Focus
• Collaboration
• Continuous Learning
• Passion for Results
• Communication with Impact
Vor 13 Tagen