Technical Support Analyst II

vor 4 Wochen

Norderstedt, Schleswig-Holstein, Deutschland The Sherwin-Williams Company Vollzeit

WELCOME TO SHERWIN-WILLIAMS Sherwin-Williams is the largest paint and coatings company in the world, generating $18 billion in revenue with over 4,100 stores and 140 production and distribution centers globally. Our diverse, innovative, and passionate employees make Sherwin-Williams an excellent place to start and grow your career. Explore our rewarding and challenging opportunities and join us today.

We are currently seeking an IT Technical Analyst (M/F/D) to strengthen our team.

KEY RESPONSIBILITIES

  • Collaborate with the IT Service Assurance Manager to deliver optimal user support in the region, ensuring that local and regional IT services align with business needs.
  • Primarily focus on hardware maintenance and lifecycle management while troubleshooting tier 2 incidents logged in the ticketing system, providing support in the German language to internal users.
  • Analyze and resolve issues related to customer hardware, software, and general system problems, requiring intermediate knowledge of various IT support challenges.
  • Serve as a liaison between IT personnel and internal customers, addressing standard and complex inquiries or complaints to ensure satisfaction through effective communication and follow-up.
  • Aid in the development and delivery of user training, documentation, operational guidelines, and other resources that enhance user understanding and functionality.
  • Support compliance for all IT and service assets, particularly focusing on end-user devices such as desktops, laptops, phones, and tablets, in accordance with business guidelines and regulatory standards. Ensure accuracy of information and manage the replacement of these devices.
  • Assist in implementing local and regional procedures and guidelines established at the EMEAI and Corporate levels, in collaboration with the respective IT headquarters.

PROJECT INVOLVEMENT

  • Provide support for projects and collaborate with the service delivery team as needed to complete regional initiatives.
  • Assist with corporate-driven projects that may impact user activities from an IT perspective, including new software deployments and technology refreshes.

POSITION REQUIREMENTS

EDUCATION:

  • Minimum of 2 years of experience in IT.
  • Familiarity with Microsoft, Citrix, Cisco, and Dell technologies.
  • Knowledge or certification in the ITIL Framework.
  • Skills in Project Management.

KNOWLEDGE & EXPERIENCE:

  • 2-5 years of experience managing complex IT environments.
  • Proficient knowledge of Windows client-based operating systems and the Microsoft Office Suite, with preferred expertise in server operating systems (Vmware and Microsoft), DBMS (MS SQL Server), and communication networks.
  • Strong written and verbal communication skills in both German and English.
  • Excellent presentation and interpersonal abilities.
  • Capability to prioritize and execute tasks in a high-pressure environment.
  • Ability to thrive in a team-oriented, collaborative setting.

***Please note that internal candidates may apply for any job offer after a minimum of one year in their current role, following prior notification to their manager.

We encourage you to review the guidelines before submitting your application.

All internal employees applying for a position are required to upload their updated resume and their last two performance appraisals (available from HR Cloud).

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