IT Operations Specialist

Job Description

We are looking for an IT Specialist, responsible to receive incoming tickets independent from the communication channel, performs high-level analysis and qualification of the ticket and ensures that the tickets are solved or routed right according to the next level of support.

Candidates should be able to:

• Respond to incoming calls / mails / chats / Self-service portal contacts / service requests based on GSD standards
• Diagnose and resolve issues with the help of developed knowledge and knowledge base
• Cold / Warm transfer of unresolved tickets to higher levels
• Ask additional questions to end user if requested by higher levels
• Accurately record issues in the ITSM ticketing tool of customer and assign to the appropriate team for execution
• Handle incoming user / access permission request as well as other service requests until execution
• Identify tickets for knowledge base
• Maintain and support high availability of data center infrastructure
• Support users with extended knowledge to resolve tickets in the specific knowledge area (e.g., SAP, Microsoft Office, VPN, Exchange, Cisco Collaboration Platform, Mobile Devices)
• Perform ticket analysis (second level) including information requests to the end user
• Resolve tickets and communicate solution description / knowledge base article
• Handle non-standard service requests at expert level
• Determine the quality and completeness of ticket transfers

• Bachelor’s degree in Information System Management or related
• 2+ years of prior helpdesk experience
• Preferred ITIL Foundation certification
• Excellent communication skills in English (both written and verbal)

All the benefits of a top employer committed to further development, intercultural exchange and innovation.

Self-determined and flexible working and home office options

Additional information:
Benefit offerings to be discussed throughout interview process.

People of all genders are always meant equally; for linguistic simplification and better readability, only the masculine form is used in the text. LEONI processes your application data in an IT system that is consistent across the company and uses foreign service providers. By sending your application, you agree to this procedure. LEONI ensures compliance with data protection.

LEONI Wiring Systems, Inc.