2nd Line IT support engineer (w/m/d)

30159 Hannover
03.05.2019

Daten dieser Anzeige

Job-ID: 010156402
2nd Line IT support engineer (w/m/d)

Cochlear Deutschland GmbH & Co. KG

Germany

http://careers.cochlear.com/cw/en/job/609771?lApplicationSubSourceID=

Customer Service Delivery - prompt 2nd line support. Provide hardware, software and remote access for all users. Take care of all relevant processes in accordance with Global Information Technology ITIL strategy Knowledge Base Management -adhere to computer system validation requirements and work as part of global support team and liaise with overseas support teams and provide license management for the software across the organisation. Continual Service Improvement - Monitor data and report on service level metrics and other KPI's, work to improve and optimise Service Desk and Site Services processes and Contribute to the production of standard configurations, documentation and procedures in order to streamline processes and produce efficiencies within the team. Implementation of Projects - Provide assistance and technical knowledge to aid in the implementation of Projects. Collaborate with project managers and other project team members. Business Partnering - Work with local site management to identify local needs and devise action plans, perform basic project management for projects which are mainly related to the local site. Manage customer expectations and requirements throughout problem resolution. Work with vendors to resolve technical problems with equipment and software. Partner with the business to provide a supportive, innovative and flexible working environment, analyze business requirements and make recommendations to the Line

Imagine using your experience to help people around the world to hear again. We can offer a unique opportunity to join Cochlear, an iconic Australian company, leading the world in implantable hearing solutions. This is a great role to support our growing Cochlear Germany organization. If you have strong communication skills with clear customer focus and ability to prioritise your work in a dynamic international environment, then this is the job for you! The main focus will be supporting the German office but eventually you will gain more responsibilities in the EMEA region. 2nd Line IT support engineer (m/w/d) About the Role The Site Engineer for the Hannover office is responsible for organizing and managing all site related operations, procedures and small projects to ensure organizational efficiency and effectiveness. This includes but is not limited to provide 1st and 2nd line support and identify possibilities to improve the service. There will be wider EMEA project and coordinator responsibilities. Collaboration with the Global Service Desk is key to deliver excellent Level 1 and 2 support. This team member must pro-actively check the ticketing queue and ensure that all incidents and requests assigned to the team are addressed to meet the agreed SLA. Keeping customers informed of progress and logging of resolutions for future reference according the incident management process is essential. Provide quality service to our customers through efficient incident management, request fulfilment, problem investigation and resolution tasks. Responsibilities sometimes require working evenings and weekends and occasional travelling. Key Responsibilities: Customer Service Delivery - prompt 2nd line support. Provide hardware, software and remote access for all users. Take care of all relevant processes in accordance with Global Information Technology ITIL strategy Knowledge Base Management -adhere to computer system validation requirements and work as part of global support team and liaise with overseas support teams and provide license management for the software across the organisation. Continual Service Improvement - Monitor data and report on service level metrics and other KPI's, work to improve and optimise Service Desk and Site Services processes and Contribute to the production of standard configurations, documentation and procedures in order to streamline processes and produce efficiencies within the team. Implementation of Projects - Provide assistance and technical knowledge to aid in the implementation of Projects. Collaborate with project managers and other project team members. Business Partnering - Work with local site management to identify local needs and devise action plans, perform basic project management for projects which are mainly related to the local site. Manage customer expectations and requirements throughout problem resolution. Work with vendors to resolve technical problems with equipment and software. Partner with the business to provide a supportive, innovative and flexible working environment, analyze business requirements and make recommendations to the Line You are the right candidate for this role when More than 5 years of IT Service Support experience based on ITIL framework Fluent German and English Strong problem resolution skills Knowledge of SCCM and VMWare Service Manager application The ability to show empathy Strong synthesizing skills The ability to take decisions when required The ability to monitor progress ITIL certified General: Cochlear's mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people's lives. Learn and grow with us as we tackle the most complex challenges in helping people to Hear Now. And Always. Cochlear is the global market leader in implantable hearing solutions including cochlear implant systems (CI) and bone anchored hearing aids (Baha(TM)). Equal opportunities: Cochlear is committed to providing equal opportunities to avoid unlawful discrimination on the grounds of race, sex, disability, sexual orientation, religion/belief or age. In line with our corporate ethics and statutory obligations we strive to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect - this is an important aspect of ensuring equal opportunities in employment. We make people HEAR again. Come TALK to us. Apply now by completing your application form online. #cochleareu www.cochlear.com 1981 gegründet, ist Cochlear(TM) ein globaler Marktführer von Hörlösungen. Mit unseren Produkten und Dienstleistungen wollen wir Menschen rund um den Globus ein besseres Hören ermöglichen. Bereits mehr als 400.000 Menschen jedes Alters haben wir zu einem erfüllten und aktiven Leben verholfen: Hören zu können brachte sie wieder ihren Familien, Freunden und Gemeinschaften näher. Unsere Cochlear Nucleus® Cochlea-Implante (CI) und Cochlear Baha® Systeme bieten Lösungen für verschiedene Arten von Hörverlusten. Das Nucleus CI-System ist eine Alternative für Menschen mit hochgradigem Hörverlust bis hin zur völligen Taubheit (Innenohrschwerhörigkeit), bei denen Hörgeräte nicht mehr ausreichen. Im Unterschied zu Hörgeräten umgehen Cochlea-Implantate die beschädigten Haarzellen im Innenohr und stimulieren den Hörnerv direkt. Das Baha System kann die beste Behandlungsmethode von Schallleitungsschwerhörigkeit, kombinierter Schwerhörigkeit und einseitiger Taubheit sein. Baha ist ein knochenverankertes Hörsystem und nutzt die natürliche Fähigkeit des Körpers, Schall über den Knochen zu leiten. Wenn das Mittelohr blockiert und geschädigt ist oder ein Ohr nicht funktioniert, umgeht das Baha System das Mittelohr und stimuliert das Innenohr auf natürliche Weise. Die Cochlear Deutschland GmbH & Co. KG mit Sitz in Hannover wurde 1993 für den Vertrieb für Deutschland und Österreich gegründet.

IT/ Softwareentwicklung

Kundendienst/ Service

Elektronik/ Elektrotechnik/ Feinmechanik

Medizintechnik/ Optik

Angestellter/ Fachkraft

Vollzeit

30159 Hannover