Your Role

Perform a broad variety of local IT services incl. maintenance of IT hardware and network components, 3rd level user support, and local area network/infrastructure applications support.

Responsibilities

• The role of the IT Infra Run, Tier 3 is to ensure IT Infra Run (which includes Service Desk, Site Support and Network Run) performance is in line with expectations.

• The person will be responsible at an operational level, for providing a workable organization and structure within EMEA, Central Cluster.

• Ensure alignment between the clusters as well as to global standards

• Responsible and accountable for Tier 1,2 & 3 responsibilities, namely:

• First line of Support- User Focused

• Second line of Support- User and Infrastructure Focused

• Third line of Support- Infrastructure Focused

• Ensure proper support organization meeting SLA and target metrics

• Meet the implemented SLAs following the guidance from the ITSM organization

• Adhere to Information Technology Infrastructure Library (ITIL) standards and best practices following the guidance from the ITSM organization

• Develop & maintain business relationships with stakeholders to ensure IT Infra Run performance is in line with expectations

• Work together with IT Infra team members of other clusters, for best practice sharing and collaboration

• Work together with other IT Teams for proper support within EMEA, Central Cluster, assets deployment and SOP

• Act as a technical escalation point

• Acts as the point of contact for IT Infra Run within EMEA, Central Cluster

• Responsible for the quality and delivery of technology support services

• Escalate when/where needed; Ensure communication succinctly to end users and across teams

Your Profile

• Bachelor's or master's degree in computer science, Information Technology, Operations, Behavioural Science, or other-related industry experience.

• A minimum of 3 years in a similar role, experience with ITIL

• At least 2 years’ experience with ServiceNow (or other equivalent ITSM tools)

• Fulfil, Resolve, trouble-shoot incidents, and service requests (support remote and at site)

• Experience in delivering high level of customer focus, strong customer support and high level customer satisfaction

• Strong communication skill, in both written and verbal in German and English (C1)

• Strong operation and execution track-records (say-do)

• Self-starter, proactive, and collaborative

• Travel expected and Teams’ collaboration wherever needed

Our Offer

• Varied, challenging tasks in a successful international DAX company

• Induction program tailored to your individual needs, including a buddy system

• Collegial, motivated team and positive working atmosphere

• Professional training and development opportunities

• Yearly gross salary from EUR 50.000 with the willingness to overpay according to your qualifications and experience

• Attractive, performance-orientated bonus system and Pluxee food vouchers

• Flexible working hours and home office option

Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organization. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds.

Brenntag TA Team