Administrator IT-Infrastructure (m/f)

„Der Aufbau eines Netzwerkes mit Spezialisten aus verschiedenen Branchen ist mir persönlich sehr wichtig. Auf langfristiger Basis lege ich hier den Grundstein zum Erfolg – sowohl für die Kandidaten, als auch für die Personality.“

Aufgaben:

- Ensure the consistent delivery of regional team support services for software, hardware and performance related incidents.
- Responsible for ensuring all incident and service requests tickets are assigned to appropriate support team resolvers within defined SLAs 100% of time
- Analyzes performance of desktop support team activities and documented resolutions, identify areas for improvement, and deliver solutions to enhance quality of service and to prevent future service delivery quality issues
- Support the successful execution of IT Infrastructure projects in the region
- Develops and implements regional support team policies, processes and procedures in alignment with global standards to ensure efficient and effective service delivery
- Delivers monthly business stakeholder KPI reporting including monthly performance metrics, key change activity and customer satisfaction results
- Ensures that statistics, status reports and analytical aids are completed and continually modified to meet the needs of the department
- Provide team leadership establishing internal procedures, ticketing and escalation standards to ensure prompt resolution to incidents and service requests

Skills:

- 5+ years working in a technical infrastructure discipline (i.e. system administration or desktop support)
- ITIL Certification and experience writing, implementing and following ITIL and other best practice policies and process controls strongly desired
- ServiceNow training and certification strongly desired
- Experience providing IT service delivery and customer support in an international multi-location capacity
- Broad knowledge of personal computers and peripherals, latest Microsoft Windows and Mac xOS operating systems, Microsoft Office suites including Office 365 and other common software packages
- Mobile device experience including iOS and Android devices
- Voice and data networking (LAN/WAN) services
- Experience supporting video conferencing technologies and working in a corporate Microsoft Active Directory and Exchange environment
- Strong technical troubleshooting, problem resolution and decision-making skills
- Structured work style, ability to plan and prioritize workload in a dynamic environment
- Strong German and English language skills