Senior IT Support Technician

Senior IT Support Technician is primarily responsible for onsite support of end-user devices, asset management, and physical maintenance of IT equipment such as servers, switches, printers, cabling, video conferencing systems, mobile devices, handheld scanners, wireless LAN, warehouse tablets, in-vehicle displays, and label printers., * Set up and maintain end-user hardware (WiFi access points, RF scanners) following SOPs and manuals.

• Provide 2nd and 3rd level IT support via ServiceNow, ensuring SLA compliance.
• Coordinate with vendors for hardware issues and take ownership of complex incidents.
• Manage incidents and problems, and support local IT projects and rollouts.
• Maintain accurate asset records in the central CMDB.
• Serve as primary IT support at your location, including occasional support for other sites across Europe.
• Participate in IT-related projects and provide remote/on-site support as needed, including on-call availability.
• Represent and promote IT services within the organization.

• Strong 2nd level desktop support skills (Windows 10, VPN, Citrix, Microsoft 365)
• Proficient with end-user devices, mobile device setup (iOS, Android), and peripherals (printers, scanners, label printers)
• Experience with Wi-Fi/WLAN, video conferencing (Teams Rooms, IP softphones, Teams Live Events), and collaboration tools
• Basic understanding of warehouse operations and handheld device configuration
• Familiar with IT infrastructure (routers, switches, cabling), file/print services, Active Directory, and basic server/network troubleshooting
• Knowledge of ITSM tools (e.g. ServiceNow), ITIL V3 Foundation certified, and change/risk management awareness
• Strong customer service mindset, problem-solving ability, and end-to-end issue ownership
• Excellent communication, time management, and collaboration skills across all levels
• Presentation and training abilities for small groups
• Good English and German skills

Senior IT-Support-Techniker ist in erster Linie verantwortlich für den Onsite-Support von Endanwendergeräten, das Asset-Management sowie die physische Wartung von IT-Equipment wie Servern, Switches, Druckern, Verkabelung, Videokonferenzsystemen, mobilen Endgeräten, Handscannern, WLAN-Systemen, Warehouse-Tablets, In-Vehicle-Displays und Etikettendruckern.