IT Support Analyst

As a central player in the company, the Information Technology & AI function plays a strategic role in our digital transformation. We not only provide the technical expertise needed for our IT architecture but also serve as a consulting partner to blend customer focus with high-quality service. By leveraging new AI technologies and data analytics, we enhance our capabilities and drive smarter decision-making across the organization.

By joining our team, you'll help manage and operate innovative solutions while collaborating with various branches to stay at the forefront of technology. You'll be part of a team dedicated to continuous improvement and innovation, inviting IT talent to take part in our exciting and challenging projects.

In the Information Technology & AI department, we are shaping the electrical world of tomorrow. Share yourenergy and make a difference-joinus!

The IT Support Analyst (m/f/d) will be based in Blieskastel for a permanent contract.

Your mission

As an IT Support Analyst (m/f/d), you will report to the IT End User Services department, part of Operations & Security department. You will be in charge of internal user support in Germany and France (~ 8500 users). Being an industrial company means you will encounter any kind of end user from IT skilled people to basic users.

In your position you will be:

• Handling user calls and tickets (incidents and service requests): qualify, investigate and resolve issues
• Remote assistance as needed
• Priority on level 1 support cases, but if it follows our best practices also some level 2 cases
• Work with L2 and L3 experts according to cases encountered
• Have the reflex to follow or document any needed knowledge in our Knowledge Base system
• Identify critical incidents and problems, * Personalized onboarding experience program designed to make your first days smooth
• Opportunities to learn and grow through Hager Group's awarded Hi University.
• Internal career opportunities, over 25% of our recruitments are through internal mobility

Do you have experience in Windows?, * At least two years of university studies in computer science and three years of initial experience in computer science with user / customer interactions

• Strong interest in computer technologies in general, including last trends like AI
• Knowledge of infrastructure (Cloud hosting like MS Azure, virtual computing, security layers like VPN, firewall, MDM like Intune...)
• Ability to investigate Microsoft products (Windows, Office, MS Teams…) and application environment like SAP or any other common user environment applications
• First good experience and practice with IT processes (ITIL) like incident / problem / request / knowledge base…
• Ability and interest to play a coordination and monitoring role on ticket queues, SLA compliance, based on priorities given by manager.
• Very good interpersonal and communication skills, even in stressful situations
• Organizational and self-employment skills, analytical ability
• Fluency in our three main languages (English, German and French)