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IT Support Analyst II
vor 3 Monaten
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 employees are diverse, innovative, and passionate, making Sherwin-Williams an excellent place to start and grow your career. Discover your potential and join us today.
POSITION OVERVIEW
We are currently seeking an IT Technical Analyst II to join our team.
KEY RESPONSIBILITIES
- Collaborate with the IT Service Assurance Manager to deliver exceptional user support within the region, ensuring that local and regional IT services align with business needs.
- Manage hardware maintenance and lifecycle, troubleshoot tier 2 incidents recorded in the ticketing system, and provide support in the German language to internal clients.
- Analyze and resolve issues related to customer service, hardware, software, and general system operations that require a solid understanding of various IT support challenges.
- Act as a liaison between IT personnel and internal customers, addressing standard and complex inquiries to ensure satisfaction through effective communication and follow-up.
- Assist in the creation and delivery of user training, documentation, operational guidelines, and other resources that enhance user comprehension and functionality.
- Support compliance for all IT and service assets, focusing on end-user devices such as desktops, laptops, phones, and tablets, in accordance with business guidelines and regulatory standards.
- Contribute to the implementation of local and regional procedures and guidelines established at the EMEAI and Corporate levels, collaborating with the EMEAI and Corporate IT headquarters.
PROJECT INVOLVEMENT
- Provide support for projects and collaborate with the service delivery team as needed to ensure the successful completion of regional initiatives.
- Assist with corporate-driven projects that may impact user activities from an IT perspective, including software deployments and technology refreshes.
QUALIFICATIONS
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.
SKILLS & EXPERIENCE:
- 2-5 years of experience managing complex IT environments.
- Proficient in 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.
- Capacity to prioritize and execute tasks effectively in a high-pressure environment.
- Ability to thrive in a team-oriented, collaborative setting.
Note: Internal employees applying for a role are required to upload their updated resume and the last two performance appraisals.