IT Support

General Description:

Provide first-line technical support and assistance to end-users via phone, email, remote or ITSM tools

Log and track all support requests and incidents in the ticketing system, ensuring accurate documentation and timely resolution

Diagnose and resolve hardware, software, and network issues, escalating complex problems to the appropriate IT teams when necessary

Work independently (Not only catch and dispatch) during weekends and holidays to guarantee the 9Hours x 7Days IT support based on the defined services. The 24Hx7Days service will be provided in collaboration with other teams in other time zones and locations

Customer-focused approach with a commitment to delivering high-quality service and support

Management of Service Provider resources on basis of SLA´s, OLA´s, SOPs, contracts and with individual targets

Follow standard operating procedures and troubleshooting protocols to effectively address common IT issues

Take care of new applications (New IT Landscape) which are used globally in case of incidents and problems that have a big business impact

Capability to work in critical moments alone until the central incident managers could be brought in

Specific Accountabilities:

· Provide support for Information Technology products and services. Support may include answering questions, Windows troubleshooting, O365 issues handling, teaching, or instructing customers regarding software or hardware functionality and communicating policy. Additionally, it may involve troubleshooting Printer, Internet, Email, SharePoint, OneDrive, VPN etc. related issues and resolving difficulties by taking system thru remote tools.

· Proficiency in troubleshooting common IT issues and resolving technical problems.

· Familiarity with IT service management tools and ticketing systems.

· Perform first level support (based on ITIL definitions & Application Support SOPs) to international users.

· Pro-actively monitor the respective system and react to any anomaly.

· Able to support on weekend and public holiday (Rotational basis)

· IT infrastructure background (mailbox, VPN, communication system, desktop) is a plus.

· Strong knowledge of IT hardware, software, and network systems.

· Strictly follow and comply with all the rules and regulation on DB Schenker Compliance Guideline.

Skills Required:

· Good Communication skills in English (both written and spoken)

· Computer basic troubleshooting experience through phone / remote.

· Good attitude, problem solving skills.

· Strong & Fast learning ability with basic IT knowledge

· Flexible to work on shifts / Weekends / 24*7 environment.

Experience and Qualifications

· Experience – 1-2 years in Technical Voice Support Process or similar environment

· Degree in Computer Science or similar major

· Service Desk environment experience would be an advantage.

· ITIL certificated as a plus.

Values we would love you to have:

You are respectful and act with the highest integrity. If you see something that isn’t right, you say something

You ask questions to understand a perspective and are comfortable respectfully challenging assumptions. You are not turned off by constructive conflict to get to the right answer

You set clear ambitious goals. You anticipate obstacles, persevere, and are accountable for your commitments
 

At Incubit, we deeply believe that your career is about what you want to be and who you want to be. It’s about bringing your skills, your passion and your best true self to your work. We invite you to go for it, take the leap of faith, and apply for this job if it sparks your curiosity. Join Incubit and make an Impact!