Information Technology Service Engineer

Location: On-site in our Nuremberg office, Germany

Focus Areas

• Manage EUC corporate hardware activities for EMEA users including coordination of hardware returns, shipments, replacements, etc.
• Customer support /service enhancements with a main focus on our C-level staff
• Act as the first point of contact for other customers seeking technical assistance, primarily via logging a ticket in Jira SD.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Walk the customer through the problem-solving process. Communicate clearly. Update regularly on progress.
• Direct unresolved issues to the next level of support personnel or to the right resolution groups.
• Provide accurate information on IT products or services utilizing the documentation and processes in place.
• Record your activities in Jira SD in alignment with processes in place (ticket queue management and handling – including proper ticket triaging, prioritization, customer updates as per existing SLA’s, etc.)
• Proactively follow up on open cases in your queue escalating timely to management for guidance if required.
• Identify, suggest and engage actively in possible improvements to procedures.
• Support actively ongoing documentation efforts, building knowledge base articles
• Assisting other teams as needed (Network/Engineering/etc.).

Preferred skills and experience

• Solid O365 / Google Workspace technical support experience and ability to diagnose and resolve less complex technical issues
• Windows & MacOS technical support experience
• Experience resolving AV/ conference room issues
• Networking foundations are a big plus (cabling, Wi-Fi, firewall).
• Experience providing support to C-level executives - understanding the importance, impact & sensitivity in a corporate environment
• Knowledge of the ITIL reference model
• Proficiency / Fluency in English and German, both written and spoken

Personal attributes

• Team player, caring for the team’s success
• Work approach - willing to learn and proactively explore new things on a daily basis
• Good problem-solving, priority-setting, and collaboration skills