Remote IT N2/N3 Support for Endusers (H/F)

• Systematically interpreting of user problems and identification of solutions and possible side effects.
• Using experience to address user problems and interrogates database (Servicenow) for potential solutions.
• Escalating complex or unresolved incidents.
• Recording and tracking issues from outset to conclusion.
• During change, systematically acting and responding to day by day operational needs and reacting to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
• Maintaining records, informing users about the process and advising relevant persons of actions taken.
• Receiving and handling requests for support.
• Providing first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assisting with the development of standards, and applying these to track, monitoring, reporting, resolving or escalating issues.
• Creation of support documentation.

• Detailed knowledge of Windows client and server OS and Office 365
• Knowledge of ServiceNow
• Excellent problem-solving skills.
• Good analytical and communication skills.
• English language mandatory, German would be a plus

Tübingen for introduction (1 week) /full Remote afterwards

Timeframe: starts asap and ends Dec 2023.

Pierre Obozian

+33 7 57 90 07 60

pobozian@mindquest.io