Your responsibilities

The focus of this role is on serving as the primary interface between users and IT services, ensuring efficient handling of incidents and requests. Key responsibilities include:

• Acting as the first point of contact for IT incidents and service requests in Bochum and providing support to the entire group of companies
• Providing first- and second-level support for hardware, software, networks and business applications (ERP, MRP, Office 365, CCTV, telephony, etc.)
• Diagnosing and resolving technical faults within defined SLA timeframes, and escalating complex incidents to third-level support or external service providers where necessary
• Ensuring the proper recording, categorisation, processing and closure of tickets in the IT Service Management System (ITSM)
• Ensuring close and service-oriented communication with end users, as well as providing regular updates on processing status and proposed solutions
• Administration and support of Windows desktop PCs, laptops, mobile devices and user accounts (Active Directory, Office 365)
• Support with server and network audits, backup monitoring and patch management in accordance with IT standards
• Ensuring the installation, configuration and maintenance of IT hardware and software in accordance with defined security standards
• Compliance with and implementation of IT security policies, particularly in the areas of password management, access control and multi-factor authentication
• Support with audits, compliance checks and the local implementation of IT security frameworks
• Escalating issues relating to antivirus software, data backup and system alerts
• Supporting IT procurement requests for hardware, software and services in accordance with IT processes
• Creating and maintaining documentation such as user manuals, knowledge base articles and standard operating procedures
• Contributing to the continuous optimisation of IT processes, support documentation and end-user training

Your profile:

• A relevant professional qualification in the IT sector or extensive professional experience in the IT sector is desirable
• Demonstrated commitment to continuous professional development
• ITIL Foundation certification is an advantage
• Previous experience in a service desk or IT support role (1st and 2nd level) is required
• In-depth technical knowledge of Microsoft products (Windows 10/11, Office 365, Active Directory)
• Experience with the ManageEngine product range is desirable
• Experience in supporting ERP/MRP systems (e.g. Infor) is desirable
• Knowledge of network technologies (LAN/WAN/Wi-Fi)
• Knowledge of ITSM tools and processes (e.g. incident, request and escalation workflows)
• A good understanding of best practices in cybersecurity.
• Solid knowledge of troubleshooting and diagnosing hardware and software issues
• Effective communication and customer service skills
• Self-motivated, proactive and with a keen eye for detail
• Fluency in German and English is essential
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