Job Description

Summary:

This role is responsible for providing support related to computer hardware, software, and systems. Requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution. In addition, this role will be expected to help create new processes and procedures as business needs change.


Essential Functions:

  • Respond to assigned help desk tickets and provide solutions for reported customer problems - when problem is beyond level of expertise or area of responsibility, escalate issues to more senior IT staff.

  • Document the details related to a problem and resolution in the IT Request System.

  • Liaise team projects, complete tasks, and ensure they are completed on time and to specifications.

  • Facilitate the configuration and deployment of computer refresh at local site.

  • Protecting the company's data from unauthorized access and loss.

  • Monitoring and, if necessary, restoring the operational reliability of communication systems and networks at the Eschenbach site and other Group locations.

  • Programming and configuring the telecommunications system, activating and changing subscriber connections (fixed or mobile), connections to the data network (e.g., for remote maintenance of production facilities)

  • Installing, configuring, and administering network components, telephone systems, and WLAN infrastructures

  • Connection and integration of workstations and production machines to the network

  • Other duties as assigned.

    • Qualifications:

  • Bachelor’s Degree in related field. May consider equivalent work experience in lieu of degree.

  • 4+ years IT experience.

  • Fluency in German and English language

  • Experience with software deployment solutions, mobile/device/user management, VoIP phone systems, active directory, as well as folder access and permissioning.

  • Knowledge and expertise in business processes, service level agreements, standard operating procedures and policies.

  • Experience in working with various operating systems and knowledge of working with IT systems

  • Experience in supporting in the production area and, building on this, a systematic approach to troubleshooting

  • In-depth knowledge of Microsoft Windows (server/client) and Microsoft Office

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