Senior IT Support Engineer (f / m / d)

LeanIX; Bonn; Vor Ort; EUR 40.000 - 65.000; Vollzeit

Zusammenfassung

An innovative company is seeking a skilled IT Support Engineer to be the primary contact for technical assistance. In this dynamic role, you will deliver top-notch support for a diverse range of software and hardware issues while contributing to the improvement of IT processes. Your expertise in managing Apple technologies and ticketing systems will be crucial in ensuring seamless operations. Join a forward-thinking organization that values adaptability and customer service excellence, and make a significant impact in a growing environment.

Qualifikationen

• 3+ years of experience in technical help desk or support role.
• Hands-on experience with IT and Apple technologies.
• Excellent communication skills in English.

Aufgaben

• Provide 1st and 2nd level support on-site for software and hardware issues.
• Maintain audio and video equipment and integrate new technologies.
• Create and update training materials and technical documentation.

Kenntnisse

IT Support

Apple Technologies

Communication Skills

Customer Service

Jira Service Desk

ServiceNow

Identity Management

Microsoft 365 Administration

Scripting (Bash, PowerShell)

Tools

Jira

ServiceNow

Okta

Confluence

Jobbeschreibung

Job Responsibilities

1. Be the primary point of contact for employees seeking technical assistance over a diverse range of software and hardware issues.
2. Deliver effective 1st and 2nd level support on-site and provide guidance to other IT Support Engineers in the global organization.
3. Set up and maintain audio and video equipment.
4. Test, evaluate, and seamlessly integrate new technologies into our existing IT infrastructure.
5. Create, update, and maintain comprehensive training materials and technical documentation.
6. Analyze support requests to uncover underlying issues and trends.
7. Contribute to the standardization and ongoing improvements of IT Support processes and service quality, ensuring the scalability of IT Support in a growing organization.

Who Are We Looking For?

• Minimum of 3 years of professional experience in a technical help desk or support role.
• Solid hands-on experience and deep knowledge of IT and Apple technologies, particularly in managing a fleet of Mac and iPhone devices using asset management systems and administering those devices remotely.
• Experience with ticketing / service desk applications (e.g., Jira Service Desk, ServiceNow).
• Excellent communication skills in English, both written and spoken, with expertise in communicating technical content clearly.
• Customer-oriented mindset with the ability to adapt swiftly to constantly changing environments.
• Ideally experience in one or more of the following areas:
• Identity Management with Okta
• Microsoft 365 administration
• Administration of Atlassian products (Confluence & Jira)
• Scripting (e.g., Bash, PowerShell)