IT Network Manager - Americas

About the role

This role is responsible for providing first-level IT support and serving as the primary point of contact for employees experiencing technical issues. Key duties include troubleshooting hardware, software, network, and connectivity problems; managing user accounts and access permissions; deploying and configuring workplace devices; and documenting support activities within the ticketing system. The position also involves assisting users with technical questions, providing basic training, and escalating complex issues when necessary. Additionally, the role contributes to improving support processes, documentation, and the overall user experience.

Responsibilities

• Act as the first point of contact for all IT incidents and service requests via phone, email, and ticketing system.
• Provide first-level support for Windows clients, standard applications (e.g., Microsoft 365), printers, and mobile devices.
• Troubleshoot basic network and connectivity issues (LAN/WLAN, VPN, IP configuration, DNS, DHCP) and escalate complex cases to 2nd level support.
• Perform user administration tasks (account creation, password resets, access rights) in Active Directory and other systems, based on internal procedures.
• Document all requests, incidents, troubleshooting steps, and solutions in the IT ticketing system in a clear and structured way.
• Install, configure, and deploy workplace devices (PCs, laptops, thin clients, phones) according to company standards.
• Provide basic user training and explain solutions in a user-friendly, understandable way.
• Actively contribute ideas to improve support processes, documentation, and the overall user experience.

Requirements

• A bachelor’s degree in Information Technology, Computer Science, or related field, OR achievement of journeyman status in a recognized trade, OR achievement of formal certifications recognized in industry as equivalent to a bachelor's degree, OR in-depth industry and job-specific technical skills acquired through a combination of formal instruction and on-the-job training (e.g., Information Technology, Computer Science, Computer Information Systems, or related fields).
• One to three years of similar or related experience.

Skills

• Good knowledge of Windows client operating systems and common office applications (especially Microsoft 365).
• Basic understanding of network technologies (TCP/IP, switching, WLAN, VPN, DNS, DHCP) and ability to troubleshoot common connectivity problems.
• Strong customer orientation, communication skills, and a service-minded attitude.
• Structured and reliable way of working, with the ability to prioritize and handle several tickets in parallel.
• Very good English skills (spoken and written); German is an advantage but not mandatory.

Preferred Qualifications

• Experience with ticketing systems and remote support tools.

Schedule

This is a full-time position with work hours from Monday to Friday, 8:30 a.m. to 4:30 p.m. Some flexibility in hours is permitted.

Travel

This position requires approximately 30% travel.

Work Environment

Regular exposure to favorable conditions such as those found in a normal office. This includes air and car travel.