Senior IT Support Engineer

Summary

Join our team as a Senior IT Support Engineer (m/f/d) at Volocopter, where you will be the go-to-person for ensuring efficient and seamless work with digital tools and infrastructure provided to pioneers on site and remote. You will execute and improve IT Service Management processes according to the ITIL framework, participate in IT Help Desk activities, provide technical support and consulting to users, and resolve issues of high complexity.

Requirements

• Completed training as IT Specialist or similar qualification from previous roles
• 5+ years of professional experience in IT Service Management (ITIL or comparable)
• Experience in executing IT Service Management tools and workflows
• Ability to properly capture, prioritize and manage multiple incidents / service request
• Very good knowledge of the current Microsoft Office, Windows, Apple iOS / MacOS operating systems, Jira, Confluence, Azure AD/Entra/M365 User-management and more
• Skilled in Hardware, Windows OS, and Office Apps troubleshooting
• Reliability, and ability to work in a team even when faced with challenging situations
• High customer orientation, dedicated to meet their expectations & requirements
• Independent and proactive way of working
• Business fluent English skills, German language skills would be a plus

Responsibilities

• Execute and improve IT Service Management processes according to the ITIL framework
• Participate in IT Help Desk activities and foster ticket resolution according to Service Level Agreements
• Provide technical support and consulting to users by applying in place Standard Operating Procedures (SOP)
• Execute standard changes for frequently raised requests around AAD User Management, Baramundi Software Distribution, Mobile Device Management (intune, Jamf), and others
• Resolve issues of high complexity and align solution within the support team
• Provide user feedback to product owners from other teams such as Data or Network Operations
• Adapt user documentation where needed
• Support our 1st Level support with knowledge and optimize our requirements and 1st / 2nd Level end