About the role
As a Junior IT Support Specialist, you will handle our 2nd level application support. You will be part of a Product Team and work cross-functionally. You will work with a high degree of autonomy and responsibility and cooperate with other teams in the ERGO Group and its subsidiaries.
The role is involved in the following processes:
Incident Management
Major Incident Management
Security Incident Management
Change & Release Management
Knowledge Management
Problem Management
How you will get the job done
analysing, logging, and monitoring bugs in the company’s bug-tracking system when a case is validated as a bug
looking for patterns in logged cases to identify widespread issues early on
coordinating the timely resolution of reported incidents to ensure that services are restored following the SLAs in the event of an incident
translating user reports from German into English and back again
being responsible for the whole support service to ensure that support documentation is up-to-date, tickets are routed properly, communication channels are defined and used, and vendors’ work is monitored and optimized
consulting ERGO subsidiaries and stakeholders on the status of projects
Skills and experience you will need
fluency in English (min. B2) and German (min. B2)
general understanding of backend and frontend IT systems, interfaces, and functionalities
experience in working with an IT service management tool
analytical mindset combined with a “can-do” attitude
working in a distributed multi-national team and a customer service-oriented role
friendly, outgoing personality with a sense of humour
willingness to travel (up to 10%)