The support analyst is responsible for the installation, administration and support of hardware and software. He also advises on questions about the network environment and is responsible for mobile devices and applications.

Key Responsibilities 

• First-Level Support, first point of contact for all user inquiries from European locations
• Administration of Windows Clients printers, peripheral devices, landline telephones, mobile phones
• Creation and testing of new software packages for distribution
• Software management and deployment of new Office and Windows versions, antivirus software, and other client applications
• Administration and configuration of the IT service management tool (Ivanti)
• Maintenance and support of patch management for clients and servers in ITSM
• Supervision and partial administration of local IT solutions and software applications (maintenance, software, radioactivity measurement, vehicle crash systems, access control, spectrometers, fuel terminals, UPS systems, etc.)
• Supervision of CAD workstations
• Communication and control of external service providers
• Hardware and software support for the Siemens programming stations
• Active participation in the introduction of ITIL processes and improvements in support structures
• Participation in the implementation of IT security guidelines and the introduction of security solutions
• Creation and maintenance of current documentation for the IT support area
• Cooperate with IT Infrastructure and ERP Applications Team
• Alternating on-call service at weekends

Experience 

• Several years of experience in first-level support and with service desk / ticket systems
• Very good knowledge of common operating systems (MS Windows, Android and iOS) as well as Microsoft Office products and Windows Client Management (Windows 10)
• Very good knowledge of service management and monitoring tools (ITSM Ivanti, ServiceNow, etc)
• Several years of experience with software distribution systems (LANDesk, SCCM, etc)
• Experience in handling RDP and TeamViewer
• Experience using backup and recovery software (Acronis, OneTouch, etc)
• Experience with Siemens control software, AutoCAD, Certifications in Microsoft technologies are an advantage
• Good knowledge in IT infrastructure (network, firewall, VPN, storage, VMWare) and network structures TCP/IP, switches, DNS, DHCP, firewall
• Affinity for administrative tasks (inventory, preparation of license overviews, maintenance of address books (AD, mail, telephony), writing of SLA reports)

Soft skills

• Device orientation and good communication skills
• Confident demeanor in direct contact with employees and user support
• Good communication skills in German and English (oral and written)
• Occasional willingness to travel (Deizisau plant, Grevenbroich head office)