Information Technology Support Officer

Job Overview

The Information Technology Support Officer will be stationed at our Siegen site, focusing on managing account lifecycles, troubleshooting both remotely and onsite, application deployment, password resets, and configuring employee hardware.

This role may require occasional local travel to assist other companies within the Ascential Technologies T&M EMEA network.

Key Responsibilities

• Serve as Tier 1 and Tier 2 technical support, providing escalation help to system support team members as necessary.
• Address routine problems promptly by following standard scripts and procedures; tackle complex issues through analysis, testing, and implementation of solutions.
• Set up and sustain employee devices, operating systems, and associated IT services adhering to company policies and standards.
• Monitor system alerts, reporting anomalies to IT staff and creating SOPs for effective issue management.
• Stay knowledgeable about installed software practices and offer guidance to colleagues.
• Develop, assess, debug, install, and maintain new or existing software and applications as per standard operating procedures.
• Contribute to project activities including implementation, deployment, and documentation.
• Create visual training materials and documentation for globally deployed platforms.
• Provide on-call support during evenings and weekends, when necessary.
• Recognize technical support patterns demanding urgent attention and promote best practices in network resource usage.
• Engage in cross-training with other department members to broaden expertise.
• Support the broader IT team in diagnosing infrastructure issues when required.

Qualifications

• Associate degree in Computer Science or a related discipline.
• Minimum of two years’ experience in IT support roles.
• Proficient in using remote support tools and troubleshooting employee computers.
• Fluent in both German and English languages.