Senior IT Support Specialist

vor 3 Wochen

Hof, Bayern, Deutschland FNZ Group Vollzeit
Job Title: Senior IT Support 1st Level Specialist

About the Role

We are seeking a highly skilled and experienced Senior IT Support 1st Level Specialist to join our team at FNZ Group. As a key member of our IT department, you will be responsible for providing exceptional technical support to our customers and internal stakeholders.

Key Responsibilities

  • Conceive and implement service processes at 1st level, ensuring seamless delivery of IT services.
  • Accept, document, and monitor service requests using a ticket system, ensuring timely resolution and customer satisfaction.
  • Ensure compliance with processes and specifications in accordance with ITIL frameworks, maintaining high standards of quality and efficiency.
  • Provide timely and professional communication on incoming orders, ensuring clear expectations and resolution.
  • Interim order status and completion vis-a-vis customers and users of FNZ, fostering strong relationships and trust.
  • Dispatch service requests in cross-departmental units, promoting collaboration and effective issue resolution.
  • Perform technical and structural pre-qualification of service requests, ensuring accurate assessment and prioritization.
  • Participate in quality assurance of service processes, collaborating with FNZ customers to drive continuous improvement.

Requirements

  • Successfully completed technical vocational training in information and telecommunications technology.
  • Several years of practical experience in IT support, with a strong understanding of current technologies and trends.
  • Enthusiasm for individually supported further training, with a willingness to learn and adapt.
  • Experience in designing and implementing IT processes, with knowledge of ITIL frameworks.
  • Knowledge of common ticket systems, including Helpdesk and ServiceNow, with a strong understanding of IT Service Desk practices.
  • Experience in professional customer communication, with a focus on empathy and resolution.
  • Knowledge of simple administrative tasks in IT operations, including user creation and password reset.
  • A strong sense of responsibility and motivation for continuous improvement, with high standards for a modern and fail-safe service operation.
  • Analytical thinking and service orientation in customer support, with a focus on customer satisfaction.
  • Very good knowledge of German and good written and spoken English.

About FNZ Culture

Our culture is what drives us, inspiring, exciting, and moving us forward. We value the strength and diversity of thought in our global team, fostering a culture for growth and limitless opportunities.

We are committed to creating a culture that opens up opportunities for our employees, customers, and the wider world. Our ambition is to drive innovation and achieve business goals through diversity, equity, and inclusion.

We recognize that diversity, equity, and inclusion are important factors contributing to our success. We embrace the unique perspective and capabilities of our current and future employees, promoting a culture of respect and inclusivity.

We are an equal opportunities employer, committed to making recruitment decisions in a non-discriminatory manner without regard to gender, ethnicity/race, faith, age, nationality, gender identity, sexual orientation, marital status, socio-economic background, disability, or military veteran status.

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