Senior IT Support Specialist

About the role

The position holder deputizes for the other IT Site Support Engineers at their site. Where required, the position holder deputizes for IT Support Engineers at other sites. Assumes technical coordination in cross-site projects where required. The position holder is deputized by the other Senior IT Site Support Engineers at their site as well as by those from other sites where required. The successful candidate holds the technical responsibility for the technical development, quality assurance and coordination of IT Site Support at their site.

Responsibilities

• Coordination of complex, technical support tasks and escalations (3rd level) at the site
• Responsibility for compliance with and further development of site-related support KPIs, service quality, SLAs and processes
• Technical project management and implementation of larger infrastructure measures and rollouts in collaboration with global IT teams
• Support with the introduction and optimization of tools, automations and processes to increase efficiency in Site Support
• Interface to external partners on site-specific topics
• Evaluation and recommendation of new technologies for the site in line with global IT strategies
• Creation and maintenance of guidelines, technical standards and process documentation
• Support with budget planning and resource estimation within projects
• Contract management for user- and site-related IT services (e.g. mobile communications)
• Main point of contact for external service providers and service partners on site-specific IT topics
• Technical guidance and support of less experienced colleagues in the local IT team
• Processing and documentation of incidents and service requests in the global ITSM system
• Set-up, installation and configuration of IT workstations (PCs, notebooks, printers, etc.)
• Support with the maintenance of meeting rooms and local peripheral devices
• Support with workplace relocations and smaller infrastructure measures
• Analysis and resolution of technical faults (including in the 3rd-level environment, where possible); handover of cases requiring escalation to the team leader where applicable
• Support with infrastructure measures and technical rollouts in coordination with the team leader and the global IO team
• Maintenance of hardware inventory and technical documentation
• Receipt and handover of IT deliveries; collaboration with on-site service providers
• Participation in internal IT training and further education
• Implementation and documentation of more complex infrastructure measures
• Coordination of external service providers at the site (e.g. maintenance, repair, service operations)
• Creation of technical instructions and detailed process documentation
• Obtaining and comparing quotes; conducting simple price negotiations
• Support with the management of site-related contracts and service relationships
• Contribution to structure & processes: standardization of support procedures
• Support with audits and compliance topics (e.g. ITIL processes, security policies)
• Management and technical coordination of external service providers in more complex assignments
• Training and technical support of colleagues in the local and cross-site team

Qualifications

• Completed vocational training as an IT specialist for system integration, a degree in the IT field, or many years of relevant professional experience
• At least 7–10 years of experience in IT support or a comparable role in complex IT environments
• In-depth knowledge of network technology, Microsoft environments (Server, AD/Entra ID, Office 365) and IT security fundamentals
• Experience in architecture and infrastructure projects (planning, implementation, migration)
• Strong knowledge of the ITIL framework (at least ITIL Foundation, advanced certifications preferred)
• Experience coordinating external service providers and cross-site projects
• Highly structured and analytical way of working, ability to prioritize in critical situations
• Strong communication and problem-solving skills
• Very good written and spoken skills in the local language and English
• Willingness to undertake occasional business travel

Skills

• Excellent verbal and written communication skills to interact with all levels of the organization
• Self-starter and initiator, capable of managing multiple projects in parallel
• Willingness to travel to various sites as required for project oversight

Benefits

• Medical, Dental, Vision
• Flexible Spending & HSA Options
• Life Insurance, Short & Long Term Disability
• Pet Insurance
• 401K