2nd Level IT Support

For one of our clients we are looking for a 2nd Level IT Support

Job Title: 2nd Level IT Support

Location: Berlin

Job Type: Full-Time / Start ASAP 

Overview: We are seeking a skilled and dedicated 2nd Level IT Support professional to join our team. The ideal candidate will provide both onsite and global support, resolving complex technical issues and ensuring smooth IT operations. This role requires a proactive individual with strong problem-solving skills and the ability to manage escalations effectively.

Goals & Responsibilities:

• 1st & 2nd Level IT Onsite Support: Provide onsite IT support when needed, addressing both 1st and 2nd level issues.
• 2nd Level Global Support: Offer global support for IT-related issues, ensuring timely and effective resolution.
• Technical Issue Resolution: Resolve complex technical issues escalated from the 1st Level support team.
• Root Cause Analysis: Identify the root causes of incidents and recommend appropriate fixes to prevent recurrence.
• Software Expertise: Provide expertise on specific software applications, assisting users with technical challenges.
• Escalation Management: Manage escalations and liaise with other IT teams to ensure issues are resolved efficiently.
• Preventive Actions: Monitor recurring issues and recommend preventive actions to enhance system reliability.
• Technical Escalation Point: Serve as the technical escalation point for critical issues, ensuring they are addressed promptly.
• Infrastructure Support: Provide local and onsite infrastructure support, maintaining the integrity and performance of IT systems and network.

Qualifications:

• Proven experience in IT support, particularly in a 2nd Level capacity.
• Strong problem-solving skills and the ability to resolve complex technical issues.
• Excellent communication skills, both written and verbal. English, German an Advantage.
• Ability to work collaboratively with other IT teams and manage escalations effectively.
• Solid understanding of IT infrastructure.
• Proactive approach to identifying and implementing preventive actions.

If you are interested, please apply with your latest CV