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Senior Technical Support Engineer
2 months ago
IT-XY GmbH is a forward-thinking technology company that specializes in delivering exceptional IT solutions and support services. Our mission is to enhance the user experience through innovative technology and outstanding customer service.
Position OverviewAs a Senior IT Support Associate at IT-XY GmbH, you will play a crucial role in ensuring the smooth operation of our IT services for end users. Your enthusiasm for assisting others and solving problems will be essential in this position. We value a friendly, efficient, and effective approach to support, and we are looking for someone who can think creatively to tackle challenges.
Key Responsibilities- Manage and resolve Tier 1 and Tier 2 support requests through our IT Service Management tool.
- Adhere to established Service Level Agreements (SLAs) for response and resolution times.
- Troubleshoot and fix issues related to company-owned devices, including laptops and mobile devices.
- Facilitate access to on-premise and SaaS applications, and configure hardware for new employees.
- Provide support for video conferencing systems in meeting rooms.
- Assist in creating and updating internal and user-facing technical documentation.
- Participate in projects aimed at enhancing the efficiency of the IT department.
- A minimum of 4 years of experience in a technical support capacity, offering assistance for hardware, software, and network-related issues.
- A strong passion for technology and a talent for troubleshooting.
- Proficient in diagnosing issues across major operating systems, including macOS, Windows, iOS, and Android.
- Excellent communication skills, with the ability to convey technical information to non-technical users.
- Proactive in identifying potential issues before they arise, ensuring a seamless experience for users.
- Ability to collaborate effectively with colleagues to resolve technical challenges and drive organizational success.
- IT-XY GmbH supports a vast network of clients, facilitating billions of interactions annually.
- Our technology infrastructure processes a significant volume of events each month, showcasing our scalability and reliability.
We offer a competitive benefits package, including health and wellness programs, equity options, and opportunities for professional growth.
Company Values- Act with Purpose: We prioritize swift and decisive action.
- Team Collaboration: We support and uplift one another.
- Customer-Centric Approach: Our success is measured by the satisfaction of our clients.
- Ownership Mindset: We take responsibility for our collective achievements.
At IT-XY GmbH, we celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage individuals from all backgrounds to apply.
