IT Support Specialist (m/f/d)

at  Hilti

WHO IS HILTI?

Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.

WHAT’S THE ROLE?

The IT Support Specialist (m/f/d) provides IT services and is responsible for the IT service management process in 2nd level IT infrastructure and user support ("Onsite IT Support") while complying with global IT system specifications and IT standards.
Coordinating with the global IT engineering teams to ensure the appropriate use of technologies and standards in developing, implementing, and supporting the IT systems and their consistency within the Hilti global IT environment is part of the range of activities.
In all your activities, you will always focus on user satisfaction and the continuous improvement of internal processes.

What is important in this role?

• Strong problem-solving skills with a focus on user satisfaction.
• Proficiency in IT hardware, software, and network troubleshooting.
• Experience in providing technical support remotely and on-site.
• Familiarity with ticketing systems and IT service management tools.
• Ability to communicate effectively with both technical and non-technical audiences.
• Flexibility to adapt to a dynamic and fast-paced environment.

Does this match your profile and skills? Then send us your application - we look forward to hearing from you!

WHAT DOES THE ROLE INVOLVE?

The IT Support Specialist provides IT services and implements IT management systems in the areas of 2nd level IT infrastructure and user support (“Onsite IT Support”). This is done in accordance with global IT system specifications and IT standards. Furthermore, the IT Support Specialist coordinates with the Global IT Engineering teams to ensure the appropriate use of technologies and standards in the development, implementation and support of IT systems, as well as their consistency within the Hilti Global IT environment.

• Comprehensive support of the IT service landscape with a focus on IT support in the area of end-user clients, digital workplace infrastructure, Research & Development environment, and various core applications (e.g. Office365)
• Initial analysis and preparation of requirements for new demands for demand management
• Creating network change requests based on new requirements and implementing them together with the network team
• Coordination of external IT service providers
• Coordination of and collaboration in various IT projects (in particular rollouts of hardware and software)
• Close coordination and collaboration with the global Hilti IT engineering team in German and English
• Interaction with end users and processing of IT incidents using our incident management system
• Creation and maintenance of technical documentation and training materials
• Further development to become an expert in an L2 Expert Team (Network, Communication, Windows Platform etc.)