Job Description

Why join the Information Technology & AI department?

The IT Support Analyst (m/f/d) will be based in Blieskastel for a permanent contract.

Your mission

As an IT Support Analyst (m/f/d), you will report to the IT End User Services department, part of Operations & Security department. You will be in charge of internal user support in Germany and France (~ 8500 users). Being an industrial company means you will encounter any kind of end user from IT skilled people to basic users.

In your position you will be:

• Handling user calls and tickets (incidents and service requests): qualify, investigate and resolve issues
• Remote assistance as needed
• Priority on level 1 support cases, but if it follows our best practices also some level 2 cases
• Work with L2 and L3 experts according to cases encountered
• Have the reflex to follow or document any needed knowledge in our Knowledge Base system
• Identify critical incidents and problems

Your profile

• At least two years of university studies in computer science and three years of initial experience in computer science with user / customer interactions
• Strong interest in computer technologies in general, including last trends like AI
• Knowledge of infrastructure (Cloud hosting like MS Azure, virtual computing, security layers like VPN, firewall, MDM like Intune...)
• Ability to investigate Microsoft products (Windows, Office, MS Teams…) and application environment like SAP or any other common user environment applications
• First good experience and practice with IT processes (ITIL) like incident / problem / request / knowledge base…
• Ability and interest to play a coordination and monitoring role on ticket queues, SLA compliance, based on priorities given by manager.
• Very good interpersonal and communication skills, even in stressful situations
• Organizational and self-employment skills, analytical ability
• Fluency in our three main languages (English, German and French)

What we offer?

• Personalized onboarding experience program designed to make your first days smooth
• Opportunities to learn and grow through Hager Group's awarded Hi University.
• Internal career opportunities, over 25% of our recruitments are through internal mobility

What are the recruitment stages?

• Once your CV has been selected, you will be contacted by a recruiter for an initial phone exchange.
• You will be invited for a first interview with the hiring manager & the recruiter
• A second Interview will be then organized with the N+2 & the HR manager

Our success relies on collective energy. Apply now and power up your future with us!