23 €

hättest du da jemand oder auch zwei..

23€ allin


wir haben eine neue Serviceanfrage für zwei L2 FTE Stellen im Projekt Infosys Syntegon. Hierfür sind wir auf der Suche nach einem Techniker, der diese Stelle am Standort Waiblingen besetzen könnte.

Estimated Start of Service: 23.10.2023

Estimated Duration: long-term (8-12+ months)

Side list / Location: Waiblingen, Germany


Service level: L1, 2 X FTE

Hello, we are in need of 2 FTE technicians (L1) for Waiblingen, Germany, for the project Infosys Syntegon. The accurate address of the project is:

Stuttgarter Str. , 71332 Waiblingen, Germany



Scope of work:

Scope of Work description

Mixture of first and second level support

Main part will be remote & first level support as service desk (onsite) agent / IT helpline agent

- Receiving calls from (international) users, remote troubleshooting, ticket creation and updating in end customer´s ticketing tool, monitoring queues, distributing tickets to correct groups

- targeting 60-70% first call resolutions through remote support

- Interface and close collaboration between users and our standard level 2 onsite engineers

- Manage day-to-day workflow and assignments of the 1st and 2nd level team

- Provide operational support for incident, change, problem, and request management, generating from calls/emails/ticketing system/self service/walk in desks, etc.

- Assist with Incident Management, focused on initial issue identification and troubleshooting steps related to laptops, desktops, screens, printers, mobile devices

- Sync with Incident Manager on continual basis to maintain minimum availability requirements and ensure quick resolution of incidents

- Ensure that customer complaints and requests for information are responded to promptly and accurately and coordinate any necessary follow-up

- Collaborate with other technical teams to support deployments, Hypercare requests, and other cross-functional efforts

- Partner with Knowledge Management team to proactively ensure Standard Operation Procedures (SOPs) / Knowledge articles are up-to-date and accurate.

Other additional requirements (like example)​

- Very good verbal and written communication skills

- Customer focused service mindset

- Advanced Windows OS (10) knowledge and Office365

- SCCM & Active Directory

- Very good English and German skills (absolute minimum B2), further languages are beneficial

- Experience with remote support tools (GoTo Rescue)

- Knowledge about Lenovo and Apple devices / Experience in troubleshooting them

- Experience in dealing with Incidents and Service Requests

- Team-minded, no lone fighter

- Ability to work in a high capacity, mission-critical application environment with a passion for repeatable yet flexible processes

- Ability to translate technical information into business impact and communicate to team, leadership, customers, and vendors

- Thorough knowledge of infrastructure components and current principles, practices, protocols, and standards relating to IT infrastructure operations, service support and monitoring

- Support Field-Service with enabling automation and shift from 1st /2nd support to 3rd party support and strategic planning activities



Service Window: 08:00 – 17:00 (with one hour of break)

Language(s): German: B2 level of communication, English: B2 level of communication

Viele Grüße