IT Support Technician

In this role, you’ll be at the heart of delivering top-tier application and endpoint support, working hand-in-hand with second-line support engineers to resolve challenges efficiently. Playing a crucial part in ensuring smooth IT operations across the EMEA region, you will collaborate with dynamic internal teams and external partners to drive seamless communication and deliver solutions with precision and speed, making a real impact on the success of our IT ecosystem.

What You’ll Do

• Ticket Management: Receive, manage, and resolve IT-related tickets through ServiceNow, ensuring efficient resolution within defined SLAs.
• First-Line Support: Provide initial troubleshooting, identify issues, and resolve IT problems for applications, endpoints, and network-related concerns.
• Collaboration: Work closely with second-line support engineers and external vendors (e.g., DELL, Canon, A1) to escalate complex issues and ensure resolution.
• Application and Endpoint Support: Offer support for business-critical applications and endpoint devices, ensuring they are operating optimally and are aligned with internal best practices.
• Communication: Collaborate with both internal and external stakeholders, coordinating solutions for various IT challenges.
• Knowledge Sharing: Contribute to improving the support environment by maintaining a knowledge base, sharing best practices, and collaborating with the global IT team within ASSA ABLOY Group IT.
• Continuous Improvement: Work to improve overall support processes and share suggestions for enhancing the user experience, increasing the efficiency of IT services.

 At SKIDATA, we’re all about pushing the boundaries of innovation. You’ll be an integral part of the team, contributing to cutting-edge access solutions that impact millions of users worldwide.

Your Profile

• Completed education in Business Informatics or a similar technical fields
• At least 3 years of experience in IT support or a related field.
• Proficiency in Microsoft 365 applications, MS Azure, and experience with ServiceNow or similar ticketing systems.
• Basic understanding of networking, (DHCP, TCP-IP Knowledge, VPN) hardware, and endpoint management on Windows and MacOS.
• Familiarity with Microsoft Teams for communication and collaboration.
• Strong problem-solving abilities with a systematic approach to troubleshooting IT issues.
• Good communication and collaboration skills to work effectively with internal and external teams.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• An affinity for business processes, and experience working with business applications and support tools.
• Proactive, with a hands-on attitude toward problem-solving.
• Customer-oriented and solution-focused, always aiming for efficient service.
• Fluent in English (written and spoken); German is a plus but not essential.
• Up to 10% travel to support projects and client needs.

Your future

• Flexible Hybrid Work Model: Achieve a better work-life balance with our adaptable hybrid working options. 

• Global Collaboration: Work alongside an international team of specialists, sharing knowledge and insights from diverse backgrounds. 

• Professional Growth Opportunities: Discover excellent chances for career development and skill enhancement.