Senior IT-Techniker (m/w/d)

Working in a fast-paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands‑on support.

This is an opportunity to join an ambitious company operating at the forefront of its industry and play a key role in ensuring the successful delivery of a premium IT support service.

In this position, you will have primary responsibility in Germany, as well as remote support for retail stores in other European countries, with

Munich as the main location and assignment for the support position.

Full‑time onsite presence is required, along with support for retail sites and corporate sites.

You will work in coordination with the IT team on the day‑to‑day prioritization of tasks, escalations, and, to a lesser degree, potential contribution to project work (e. g. rollout and update activities).

• Job Responsibilities
• Working with ITSM tools and achieving agreed SLAs;
• Troubleshooting and repairing hardware issues, providing proximity support for specialized systems within the technician's local area of responsibility;
• Installing customer‑approved software;
• Basic network troubleshooting;
• Isolating or resolving customer‑supported printer and multifunction device issues;
• Providing advanced software troubleshooting and support remotely using support tools and processes;
• Troubleshooting mobile device issues and remote access issues;
• Escalating tickets that cannot be resolved by Stefanini to the appropriate client or third‑party support group for resolution;
• Conducting spare part and loaner pool management;
• Contributing to the creation of KBs and sharing shift‑left knowledge from Field Service to Service Desk;
• Install/Move/Add/Change/Remove/Dispose (IMACR/D) services;
• Cascading and deploying PCs/Macs to end users;
• Carrying out new joiner onboarding when required;
• Configuring and deploying telephones and PCs/Macs post‑image;
• Deploying IT equipment; imaging and staging PCs/Macs or mobile devices (including activation where necessary with the respective regional carrier);
• Managing equipment inventory and lifecycle following the customer's approved process;
• Communicating with the IT team on a day‑to‑day basis regarding escalations and issues;
• Directly engaging in general IT support as required. This may include, among other things:
• Face‑to‑face and remote desktop and POS support;
• Managing infrastructure for payment terminals;
• HO and Back Office team support;
• Setup and configuration of new routers, switches, and firewalls;
• Onsite cabling;
• Hardware support (workstation, laptop, printer repair and replacement);
• Site hardware audits;
• Software deployment and troubleshooting.

Your Profile

• Bachelor's degree and/or equivalent experience in Information Technology or Computer Science;
• Proven ability to deliver multi‑site infrastructure related projects;
• The ability to manage multiple projects / activities at a time, and to prioritise appropriately;
• Excellent written and verbal communication skills;
• Flexibility to work outside of working hours as necessary;
• The ability and visa authority to travel 20% of the time within Europe;
• Excellent problem‑solving abilities;
• A solid, working understanding of Windows domain services (DNS, DHCP, RADIUS, etc.);
• Fluent in German and English;
• Must have authorization to work and remain in Germany.
• Nice to have
• Experience working across multiple regions and cultures
• Individual growth and development opportunities;
• Corporate trainings and Linked In Learning access;
• Structured career paths and mentoring support;
• International, multicultural work environment;
• Corporate benefits and employee discounts;
• Access to SAI Library, our global AI learning hub;
• 30 vacation days per year;
• Employee Assistance Program with confidential support;
• 13.5 salaries per year, including holiday and Christmas allowance
• Employee referral program.
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