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# IT Operations Specialist

- **Company:** LEONI
- **Location:** Farmington Hills, MI, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Collaborative Software, Information Systems, Data Centers, Information Technology Operations, Virtual Private Networks (VPN), Microsoft Office, SAP (Applications), System Availability, Cisco
- **Published:** August 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=8854c8d92f340d5c

## About the Role

* Bachelor's degree of Information System Management or related
 * 2+ years of prior Helpdesk experience
 * Preferred ITIL Foundation Certification
 * Excellent communication skills in English (Both written and verbal)

## Description

We are looking for an IT Specialist, responsible to receive incoming tickets independent from the communication channel, performs high-level analysis and qualification of the ticket and ensures that the tickets are solved or routed right according to the next level of support.

Candidates should be able to:

 * Responds to incoming calls / mails / chats / Self-service portal contacts / service requests based on GSD standards
 * Diagnoses and resolve issues with the help of developed knowledge and knowledge base
 * Cold / Warm transfer of unresolved Tickets to higher Levels
 * Asks additional questions to End User if requested by higher Levels
 * Accurate recording of issues in the ITSM Ticketing Tool of Customer and assigns to the appropriate team for execution
 * Handles incoming user / access permission request as well as other service requests until execution
 * Identifies tickets for Knowledge base
 * Maintain and support a high availability of Data Center infrastructure
 * Supports users with extended knowledge to resolve Tickets in the specific knowledge area. (E.g. SAP, Microsoft Office, VPN, Exchange, Cisco Collaboration Platform, Mobile Devices)
 * Performs ticket analyzes (second level) including information requests to the end user
 * Solves tickets and communicates solution description / Knowledge base article
 * Handles Non-Standard Service Requests on expert level
 * Determines the quality and completeness of ticket's transferred


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