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Tech Stack
Tools & technologiesAWSAzureCloudSQL
About the role
Key responsibilities & impact- Act as the senior escalation point for complex endpoint and workplace technology issues
- Provide technical guidance to the Service Desk team
- Support and optimize modern IT environments, including device management, cloud solutions, endpoint security, and collaboration tools
- Ensure high-quality service delivery
- Collaborate with stakeholders and service providers to drive continuous improvement
- Ensure compliance with Service Level Agreements with our IT service providers
- Proactively reduce and resolve technical incidents in restaurants through 3rd level incident management
- Analyze incidents and reports to identify opportunities for improvement
- Work closely with our franchisees and internal stakeholders to provide optimal support to our restaurants
- Identify problems, risks, or conflicts and ensure efficient troubleshooting
- Define success criteria for identified gates and determining how project success should be measured
- Provide comprehensive status updates tailored to different purposes and stakeholder needs
Requirements
What you’ll need- A completed degree with a technical focus, such as (business) informatics, or a comparable qualification
- At least 3 years of professional or project experience in Service Desk 3rd Level Support
- A successful ITIL certification or equivalent qualification
- Ability to work successfully in a dynamic environment and drive projects in an organized and disciplined manner
- Strong communication skills, as well as an analytical and strategic approach to work
- Team player with a high process orientation and the ability to collaborate effectively with various stakeholders
- Ability to stay calm during troubleshooting, find innovative solutions, think critically, and escalate issues when necessary
- A conscientious, independent working style and strong commitment
- Excellent German and English skills, both written and spoken
- Experience in Windows Operating System environments (Server/Client), including virtualization solutions (e.g. HyperV)
- Understanding of multi-layer network infrastructure (e.g. VLAN management, Cisco Meraki)
- Knowledge of database administration (e.g. SQL)
- Scripting experience (e.g. PowerShell)
- Familiarity with monitoring solutions and proactive alerting systems
- Experience with cloud infrastructure (e.g. Google Edge, AWS, Azure)
Benefits
Comp & perks- Equal opportunity employer
- Opportunity to participate without barriers
ATS Keywords
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Hard Skills & Tools
Service Desk 3rd Level SupportWindows Operating Systemvirtualization solutionsmulti-layer network infrastructuredatabase administrationscriptingcloud infrastructureincident managementdevice managementendpoint security
Soft Skills
strong communication skillsanalytical approachstrategic approachteam playerprocess orientationcollaborationproblem-solvingcritical thinkingindependent working stylecommitment
Certifications
ITIL certification