IT Support Engineer – Ticket Dispatcher for Utilities ID26835-8

IT Support Engineer – Ticket Dispatcher for Utilities

Job Summary

We are seeking a detail-oriented and proactive IT Support Engineer to serve as a dispatcher within our support operations team. This role is critical in ensuring that incoming support tickets are analysed, prioritised, and assigned to the appropriate support resources—both onsite and offshore. The ideal candidate will have a strong IT background and/or understanding of SAP Utilities meter to cash processes, good communication skills, and experience working in a ticket-based support environment.

Key Responsibilities

• Monitor and manage incoming support tickets via ITSM tools (e.g., Jira, ServiceNow)
• Analyse, categorize and prioritise tickets based on severity, impact, and business urgency.
• Assign tickets to appropriate support engineers based on expertise and availability.
• Ensure timely acknowledgement and resolution of tickets in line with SLAs.
• Serve as the first point of contact for ticket-related queries and routing.
• Communicate ticket status updates to internal teams and business users.
• Escalate critical issues to the Service Delivery Manager or relevant leads.
• Ensure compliance with incident, problem, and change management processes.
• Maintain accurate records of ticket assignments, resolutions, and escalations.
• Support reporting and analysis of ticket trends and performance metrics.
• Coordinate effectively with global support teams to ensure smooth ticket handovers.
• Facilitate knowledge sharing and documentation between onsite and offshore teams.
• Participate in daily stand-ups or shift handover meetings as needed.

Required Qualifications

• Bachelor’s degree in IT, Business, or related field.
• 2+ years of experience in SAP support, preferably in SAP IS-U.
• Familiarity with ticketing systems and ITIL-based support processes.
• Strong analytical, organizational and multitasking skills.
• Good verbal and written communication skills in German and English language.

Preferred Skills

• Experience working in a hybrid onsite/offshore support model.
• Basic understanding of SAP IS-U modules (e.g., Device Management, Billing, FI-CA, Customer Service) from user and configuration perspective.
• ITIL Foundation certification is a plus.
• Ability to work in a fast-paced, service-oriented environment.