Job
In this role, you will actively handle 2nd and 3rd level support for enterprise clients, monitor systems, lead a small team, optimize processes, and define KPIs to ensure service quality.
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Job technologies
Your role in the team
- Operational support in 2nd and 3rd level support and in the Managed Services sector for our enterprise clients.
- Proactive monitoring and management of customer environments using monitoring tools.
- Processing and tracking of incidents, problems, and service requests.
- Disciplinary and technical leadership of a small IT team.
- Resource planning, deployment scheduling, and development of team members.
- Ensuring service quality through active quality management.
- Further development of internal processes and standards in the Managed Services area.
- Collaboration with the IT Infrastructure Team and our Business Units to ensure smooth operations.
- Support with projects, rollouts, and technical customer requirements.
- Definition, monitoring, and reporting of relevant KPIs (including service quality, response times, customer satisfaction).
- Analysis of trends and derivation of measures for continuous improvement.
- Resource controlling within the scope of responsibility.
Our expectations of you
Education
- Completed IT training and at least 5 years of professional experience in IT support, managed services, or system administration, ideally with initial leadership experience.
Qualifications
- Good knowledge of IT infrastructure (HPE hardware, VMware, Veeam, Microsoft including MDM, etc.).
- Hands-on mentality: You actively contribute and see yourself not just as an organizer.
- High sense of responsibility, strong communication skills, and team orientation.
Experience
- Initial experience with ITIL-oriented processes.
- Experience with managed services contracts and monitoring solutions.
Benefits
Health, fitness & fun
Work-Life-Integration
Topics you will work on
Job locations
About your employer
MAIT gehört zu den führenden mittelständischen IT-Beratungs- und Systemintegrations-Unternehmen und setzt ein breites Spektrum an Projekten mit modernsten Mitteln um.
- Digital Agency
- Onsite, Hybrid
- Internet, IT, Telecommunication
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