Höhere Stufe (5-10 Jahre)
Viena, Düsseldorf, Hamburg, Berlin, Frankfurt am Main, Dresden
Diese Stellenanzeige ist nicht mehr gültig.
NATURE AND AIM OF THE POSITION
The successful candidate will work in the Client's Branch Office Service team as an engineer focused on support of IT branch office and remote Refundpoint infrastructure including local servers and networking devices, but also organizing implementation and maintenance of desktop and mobile services. Field services provided to Client merchants supporting Client’s fleet of Issuing Solutions (IS). These solution operations are based on Card Payment Terminals, stand-alone or are integrated into the merchants Point of Sale solutions.
This role is based in Dusseldorf, Germany but will require close collaboration with centralized IT Managers or local 3rd parties for decentralized IT.
The candidate must have a strong service ethic & good communication skills as the role is client facing dealing directly with employees.
Manage the: Deployment/Migration, Operation, Maintenance, Support, Removal
of decentralized IT.
Coordinate all steps required to connect sites to the corporate network.
Ensure IMACD (Installation, Move, Add, Change, and Disposal) of decentralized IT hard- and software within agreed SLA terms.
Ensure that all Configuration Items (CIs) of decentralized IT are kept up to date and stored centrally.
Assist the incident resolution process at locations with on-site staff.
Act as 2nd level support and coordinator for decentralized IT incidents not directly handled by the Service Center.
Accept, coordinate and prioritize all “customer” requests related to decentralized IT.
Ensure correct and timely ticket handling (initiate, track, update and close ticket).
Ensure diagnostic, classification and fault Isolation of incidents and assess priority and severity.
Coordinate incident resolution across 2nd and 3rd level.
Assist in root cause analysis.
Ensure that all internal and external SLA and OLA terms and conditions are met Keep desktop engineering up to date.
Ensure the fast restore of services across all IT systems by identifying and implementing fixes or workarounds.
write and improve knowledgebase pages for employees (incl. manuals and FAQs)
Support and Improvement Role
perform network and system changes together or after preparation with 2nd level support teams
prepare specifications, installation and testing of computer systems and peripherals within established guidelines
contribute to audits
perform regular reviews
contribute to workflow optimizations and service catalogue setup
IT education (must be completed)
excellent analytical and problem-solving skills
good customer service mentality
high quality standards, accuracy and risk awareness
excellent communication skills, especially within a multicultural global organisation
independent, goal-oriented and self-motivating personality
organizational skills and the ability to prioritize workload
Some understanding of the ITIL v3 ITSM best practice guidelines
(ITIL foundation certification is a plus) Language: German fluent, English fluent
Understanding of Point-of-sale related technology and transactional systems
Windowsdesktop, Android, Apple products
Networking and telecommunications (WAN, LAN, VOIP)
Active Directory, Domaincontroller, Remote deployment servers
SCCM, NAGIOS experience
Phone systems, preferable: Siemens
Windows 2012 & 2012 R2 Servers
Insurance is a standard, this covers also family members
We do not have any lunch vouchers, but have some restaurant around the office that provides discount for employees
Referral bonus 1000 EUR if the referred person stay with us for at least 6 months
Fruit day every Monday and Wednesday
Team events and team building activities
Bonus – depending on individual performance
Some positions have also a mobile phone if requested by manager, laptop