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Advanced IT Helpdesk Associate
2 months ago
IT-XY GmbH is a pioneering platform in AI-driven SMS and email marketing, renowned for its exceptional messaging capabilities across critical communication channels. Our innovative approach integrates intelligence throughout the consumer's buying journey, enabling businesses to engage in highly personalized interactions with their clientele on a large scale. With cutting-edge AI tools, a mobile-centric strategy, and robust technology, we empower brands globally to drive significant online revenue.
Position OverviewAs a Senior IT Support Associate at IT-XY GmbH, you will play a vital role in ensuring the smooth operation of IT services for our users. Your enthusiasm for assisting others and resolving issues will be key to your success. You understand that exceptional support is characterized by friendliness, efficiency, and effectiveness. Your creativity will allow you to approach challenges from fresh perspectives, and your technical expertise will be complemented by your strong interpersonal skills.
Key Responsibilities- Manage and resolve Tier 1 and Tier 2 Service Desk inquiries using our IT Service Management tool.
- Adhere to established Service Level Agreements (SLAs) for initial response, follow-up, and resolution.
- Troubleshoot and rectify issues related to company-owned devices, including laptops and mobile devices.
- Facilitate access to on-premise and SaaS applications and configure user hardware during onboarding and offboarding.
- Provide support for video conferencing equipment in meeting rooms.
- Assist in creating and maintaining both internal and user-facing technical documentation.
- Participate in projects aimed at the continuous improvement of IT services.
- A minimum of 4 years of experience in a technical support capacity, delivering end-user assistance for hardware, software, and network challenges.
- A strong passion for technology and a talent for troubleshooting complex issues.
- Proficient in diagnosing problems across major operating systems, including macOS, Windows, iOS, and Android.
- Excellent communication skills, capable of conveying technical concepts to non-technical users.
- Proactive in identifying potential issues before they escalate, ensuring a seamless user experience.
- Ability to collaborate effectively with team members to resolve technical challenges and advance business objectives.
- We empower over 8,000 brands, having sent billions of messages during peak periods, showcasing significant growth.
- Our messaging platform processes billions of communications annually, reflecting our commitment to innovation.
- Our infrastructure supports a vast array of services, ensuring reliability and efficiency.
At IT-XY GmbH, we offer competitive benefits, including health and wellness programs, equity options, and more, to support your professional journey. We are committed to fostering a diverse and inclusive workplace where every employee can thrive.
IT-XY GmbH is an Equal Opportunity Employer. We welcome applicants from all backgrounds and encourage you to apply even if you do not meet all listed qualifications.
