Service Manager, 2nd Level Support
Delegate Group
full-time
Posted on:
Location Type: Hybrid
Location: Wien • 🇦🇹 Austria
Visit company websiteSalary
💰 €44,450 - €44,451 per year
Job Level
Mid-LevelSenior
About the role
- Responsible for ensuring compliance with Service Level Agreements (SLAs) as part of 2nd-level support.
- Support B2B customers via a ticketing system and by telephone.
- Develop solutions for customer inquiries.
- Prepare business requirements.
- Manage issues, defects and tasks.
- Plan and execute software updates at customer sites.
- Work closely with the Implementation and IT & Infrastructure teams.
- Produce monthly SLA reports.
Requirements
- Basic understanding of IT infrastructures, technologies, and processes.
- German (C2) and fluent English, ideally at C1 level.
- Experience with a ticketing system.
- Strong teamwork skills and flexibility.
- Excellent communication skills.
- Strong customer orientation and conflict-management skills.
- Ideally experience in merchandise-management/ERP environments, especially in the Food & Beverage sector.
- Knowledge of networks and databases.
- Experience and knowledge of ITIL are a plus.
Benefits
- You will have a personal workstation at our central Praterstern office; you can also work partly from home.
- Your dog is welcome in accordance with our Dog Policy.
- Relaxation lounge for downtime.
- Monthly brunches, table football and darts tournaments, company parties, outdoor activities, after-work events, and team-building activities.
- Free drinks, fruit, freshly pressed juices, a muesli bar, and a coffee lounge.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT infrastructureticketing systemnetworksdatabasesITILbusiness requirementssoftware updatesissue managementdefect managementtask management
Soft skills
teamworkflexibilitycommunicationcustomer orientationconflict management