Senior IT Support Specialist

☞ Parexel

Ver: 164

Día de actualización: 07-10-2024

Ubicación: Berlin

Categoría: Tecnologías de la información Consultoría / Servicio al cliente

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Contenido de trabajo

Berlin, Germany

Job ID R0000013020

Category IT


ABOUT THIS ROLE

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:

  • Act as an escalation point to all team members within the site services group

  • Handle incident escalations from the site services team and resolve advance issues

  • Assist technology or process changes in the group

  • Develop end user training plans and prepare end-user technical documentation

  • Additional projects or tasks as assigned by management

  • Create an inspiring team with customer experience delivered in their daily approach to support

Skills:

  • Excellent interpersonal, verbal, and written communication skills

  • Excellent problem-solving skills

  • Client focused approach to work; excellent customer service skills with a “Customer Experience” mindset with their end user support

  • A Flexible attitude with respect to work assignments and new learning

  • Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail

  • Willingness to work in a matrix environment and to value the importance of teamwork

  • Willingness to travel to other locations to provide support as instructed by management

Knowledge and Experience:

  • 5 years + experience in systems support and operations, including LAN administration, PC and user support

  • Prior experience within a team lead/supervisor role within IT, ideally with customer experience as a focus

  • Excellent experience is required in Hardware (Intel based equipment) and software (PC based operating systems and applications)

  • 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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Plazo: 21-11-2024

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