IT Support Engineer (All genders)

at  zooplus SE

COMPANY DESCRIPTION

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.
We’re on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. At the heart of everything we do, they inspire us to grow, raise the bar for our customers and fuel a pet-first business.

JOB DESCRIPTION

Bring your experience along with your positive attitude to our User Care Services team. As an IT Support Engineer at zooplus, you will be responsible for internal support of our C-level management and our users. We’ll rely on your phenomenal customer service, your business communication skills, dedication to teamwork, and knowledge of current software and hardware technologies to keep our team successful. You will provide support, assist with technology projects, and perform day-to-day responsibilities of making sure both our end users are well taken cared of.

Essential Duties and Responsibilities:

• Resolve 1st and 2nd Level Tickets based on Operational instructions
• Support IMAC (Install, Move, Add, Change) for End user Devices (e.g. Rollout)
• Act as central focal point for End user Communication (SPOC)
• Creates Knowledge Base articles and Operational Instructions
• Supporting On-/Offboarding experience for employees
• Prioritize tickets based on criticality and urgency
• Supports conference systems
• Organize local stock and hardware delivery
• Support VIP Requests

QUALIFICATIONS

• 1-3 Years of work Experience in a IT Service Desk
• Knowledge of Microsoft and Apple Client Systems
• Knowledge of IT Hardware
• Knowledge of Conferencing Hardware
• Good Knowledge of Active Directory and Microsoft 365 (Azure AD, Intune)
• Good Knowledge of Ticket Handling and Documentation Tools. Knowledge of Jira, Jira Service Desk and Confluence is a plus.
• Good verbal and written communication skills
• Good analytical and problem-solving abilities
• Good organizational and time-management skills
• Good documentation skills
• Fluent business English, German is a plus.

• Resolve 1st and 2nd Level Tickets based on Operational instructions
• Support IMAC (Install, Move, Add, Change) for End user Devices (e.g. Rollout)
• Act as central focal point for End user Communication (SPOC)
• Creates Knowledge Base articles and Operational Instructions
• Supporting On-/Offboarding experience for employees
• Prioritize tickets based on criticality and urgency
• Supports conference systems
• Organize local stock and hardware delivery
• Support VIP Request