Senior IT Support Specialist - (Berlin, Land Berlin, Germany)

Senior IT Support Specialist – (Berlin, Land Berlin, Germany)

Our Senior IT Support representative is responsible for all support queries across the Data & Technology departments, working with a variety of users to resolve their technical issues in a prompt and efficient manner, whilst maintaining a positive customer experience as well as providing guidance and assistance to members of the site services team.

Key Accountabilities :

1. Act as an escalation point to all team members within the site services group
2. Handle incident escalations from the site services team and resolve advanced issues
3. Assist technology or process changes in the group
4. Develop end user training plans and prepare end-user technical documentation
5. Additional projects or tasks as assigned by management
6. Create an inspiring team with customer experience delivered in their daily approach to support

Skills:

1. Excellent interpersonal, verbal, and written communication skills
2. Excellent problem-solving skills
3. Client-focused approach to work; excellent customer service skills with a “Customer Experience” mindset with their end user support
4. A flexible attitude with respect to work assignments and new learning
5. Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
6. Willingness to work in a matrix environment and to value the importance of teamwork
7. Willingness to travel to other locations to provide support as instructed by management

Knowledge and Experience :

1. 5 years + experience in systems support and operations, including LAN administration, PC and user support
2. Prior experience within a team lead/supervisor role within IT, ideally with customer experience as a focus
3. Excellent experience is required in Hardware (Intel-based equipment) and software (PC-based operating systems and applications)
4. Excellent knowledge of standard IP-based networking topologies, networking hardware and exposure to network standards and network protocols.

Education:

College/University degree in a relevant technical area (Electrical Engineering, Information Systems, Computer Sciences, Computer Engineering) preferred or technical training certificate and equivalent experience.

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