Technical Support Representative I Frankfurt (Germany) I Permanent (Full-Time, 40 Hours/Week)

The Church of Jesus Christ of Latter-day Saints; Frankfurt; Vor Ort; EUR 65.000 - 90.000; Vollzeit

Zusammenfassung

The Church of Jesus Christ of Latter-day Saints in Frankfurt is seeking a seasoned IT Support professional to provide second-tier support for PC, server, and mainframe applications and hardware. You will troubleshoot complex issues, support virtualization platforms, and assist end users with training and inquiries.

The role emphasizes confidentiality, communication, and collaboration with leadership. Ideal candidates have a Bachelor’s degree (or equivalent) and 6+ years in IT support, including

Qualifikationen

• Bachelor's Degree in related field or equivalent experience (e.g. vocational studies or apprenticeship).
• 6+ years of professional work experience with 4+ years in field-related end-user support (PCs, hardware, software, networking, virtualization).
• Expert-level knowledge of Windows and Mac OS, hardware platforms, end-user applications, and network connectivity.

Aufgaben

• Troubleshoot and resolve customer support incidents and service requests.
• Provide regular status updates and set realistic resolution expectations.
• Escalate tickets requiring higher knowledge or access.
• Follow up with customers to ensure needs are met and close gaps.
• Assist customers with simple training and document solutions in the knowledge base.
• Maintain accurate inventory in IT Asset Management system.
• Evaluate new/existing software and provide feedback to product managers.
• Share guidance and help solve problems across the team.
• Drive continual learning and adhere to policies and processes.

Kenntnisse

Customer service

Interpersonal skills

Problem solving

Documentation

Communication

Confidentiality

English B2

AI tooling

Office presence

Ausbildung

Bachelor's Degree or equivalent

Tools

IT Asset Management tracking system

Video conferencing platforms

Knowledge base systems

Jobbeschreibung

Job Description

This position provides second-tier support to end users for either PC, server or mainframe applications, and hardware. provides complex, advanced-level user support in operating, maintaining and troubleshooting hardware and software assigned to employees to help them accomplish their work. This position also supports virtualization platforms that allow the organization to provide support in a timely, cost-effective manner.

Job Description

May also serve as an advocate for the client/end-user. This position requires self-motivation and self-management of work with strong interpersonal skills to meet with clients in a face-to-face environment. This individual works with divine guidance to provide or support technology that furthers the mission of the Church and reflects the eternal impact of the gospel.

Responsibilities

• Troubleshoot, prioritize, and resolve customer support incidents and service requests through searching the knowledge base and consulting with other TSRs and managers as needed.
• Provide regular status updates to customers and establish realistic expectations regarding when they can expect resolution to their incident or service request.
• Escalate in a timely manner any tickets that require grater knowledge, skill or access privileges to resolve.
• Upon resolving an incident or service request, make follow-up contact with the customer to ensure their needs were met, and identify and resolve any gaps.
• Assist customers with simple training needs.
• Resolve the most complex system administration problems.
• Share knowledge by contributing content to the knowledge base.
• Maintain an accurate inventory of Area IT Assets using the corporate IT Asset Management tracking system.
• Evaluate new and existing software applications and provide feedback to solution and/or product managers.
• Utilize advanced judgement in providing guidance, determining procedures to follow, and assisting other team members in problem solving.
• Participate in continual learning and improvement.
• Understands and diligently follow policies, standards, and processes.

Qualifications

• Bachelor's Degree in related field or equivalent experience (eg. vocational studies or apprenticeship)
• 6+ years of relevant professional work experience. With 4+ of the 6 years in field-related user support experience with PCs, hardware, software, network, end-user desktop applications and virtualization.
• Expert-level knowledge of operating systems (Windows and Mac OS), hardware platforms, technical disciplines, end-user applications, wired and wireless network connectivity and/or video conferencing platforms.
• Proven experience in the following areas:
• Complex asset management practices
• Network technologies pertaining to system connectivity and troubleshooting
• Effective communication and customer service skills
• Ability to maintain confidentiality and provide support to General Authorities and senior leadership.
• Advanced understanding of IT business functions.
• Ability to comfortably lift 25 kg. and reach across and work under desks.
• Driving license required.
• Ocasional travel will be required.
• English B2 level is required. Any European additional language will be an advantage.
• Practical experience using AI tools to automate tasks, troubleshoot issues, improve workflows, and enhance user support.
• Employees are expected to work from the office on a regular basis.