IT Support Specialist - Lead

Job Title: IT Support Specialist - Lead

Location: Bremen, Germany

Employment Type: Full-Time (Long-Term)

Language : German Mandatory

Joining: Immediate

Job Summary

We are seeking an experienced and proactive Field Service Operations (FSO) Lead to manage and oversee field service activities in Bremen, Germany. The ideal candidate will lead field engineers, ensure high service quality, and drive operational excellence while acting as the key liaison between clients and internal teams.

Key Responsibilities

• Lead end-to-end field service operations and engineer dispatch management
• Plan, schedule, and optimize resource allocation for onsite activities
• Act as the primary SPOC for client communication and escalations
• Ensure SLA/KPI adherence and continuous service improvement
• Monitor real-time ticket queues and prioritize critical incidents
• Conduct root cause analysis (RCA) and implement preventive measures
• Maintain compliance with company policies, safety, and regulatory standards
• Generate reports, dashboards, and performance insights
• Drive process improvements and automation initiatives
• Collaborate with global teams for seamless service delivery

Required Skills & Technical Expertise

• Strong knowledge of IT Infrastructure & Field Support Operations
• Hands-on experience in:
• Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN
• Hardware Support: Desktops, Laptops, Printers, Servers
• Operating Systems: Windows, basic Linux administration
• Experience with:
• Ticketing Tools: ServiceNow, Jira, Remedy, or similar
• Monitoring Tools: Grafana, Nagios, SolarWinds (or equivalent)
• Understanding of:
• SLA / KPI Management & Reporting
• Incident, Problem & Change Management (ITIL Framework)
• Strong troubleshooting and analytical skills
• Ability to handle escalations and critical incidents