[Senior] IT Service Delivery Specialist

YOUR MISSION

• Provide 1st and 2nd level IT technical support for PUMA SE and all associated locations, including troubleshooting issues and providing guidance to users.
• Handle tickets received via hotline, onsite support, or web portal.
• Participate in the service desk team, supporting various tasks such as supplying IT equipment to users, responding to their requests, and troubleshooting issues.
• Utilize troubleshooting techniques and tools to identify defective products and adhere to guidelines when providing services.
• Dispatch unresolved incidents to relevant IT departments and escalate as necessary.
• Diagnose and troubleshoot complex problems to reach a resolution.
• Possess the appropriate skill set for project responsibilities.
• Maintain a customer-focused approach to deliver high-quality service to users.

YOUR TALENT

• Successfully completed studies in the field of IT or a comparable field.
• Comprehensive understanding of hardware, including MacBook, iMac, iPhone, Notebook, Desktop, Copy Station, wireless devices, and peripherals.
• Proficient with Windows 11, macOS, M365, Software Deployment, Video Conferencing, AD User Management Tool.
• 3-5 years of experience in a similar position or work environment.
• High-level service orientation and problem-solving mindset.
• Experience in classical user IT helpdesk providing 1st/2nd level support.
• Strong IT expertise and background.
• Well-organized working style.
• Effective communication skills.
• Excellent organizational and documentation skills.
• Team-oriented with the ability to meet deadlines, adapt, and remain open-minded.
• Willingness to continuously learn.
• Fluent in English; proficiency in other languages is advantageous.
• Applications are welcome from all genders