Your primary task is Level 1 support for our IT customers and users. As single point of contact you receive and manage incident calls, tickets and all kinds of requests from our internal business and manufacturing users.
You are also responsible for monitoring our IT infrastructure, business and manufacturing applications. You take calls from all GF sites (such as US, Dresden / Germany, Singapore etc.
Your IT background helps you to resolve incidents in the Service Operations Center (level 1 resolution), and you track, categorize and prioritize incident & problem tickets, monitoring events and service requests.
You help coordinating and documenting the recovery of impacted IT services. Communication and knowledge transfer between level 1 and level 2 support teams is also critical for the successful operations of our IT infrastructure and applications.
The Service Operations Center takes over standardized tasks from all level 2 support teams, such as working on service requests for network, data center, end user computing, access management and many more.
Working Hour - 8 hours shift (24x7)
Management tool (ServiceNow)
Germany, US, Singapore)
Data center support
You bring broad IT knowledge (Windows, UNIX, networks, end user computing, applications) and basic IT support process understanding.
ITIL v3 understanding or certification would be a preferred add-on, also experience in IT service operations (level 1 and 2), using an ITSM tool and managing a central monitoring environment.
You are very technical and user service-oriented, flexible and cooperative. You are ready to work in 8 shifts (24 x 7, incl.
weekends). Good communication skills and customer service is required.