Tomra Hiring for IT Support Coordinator (all genders) Job at Mülheim-Kärlich Full Time

Today, we are not utilizing resources in a sustainable way. In fact, the world is only 9% circular, meaning much of the earth’s precious resources are only used once, leaving huge untapped potential for more sustainable resource management. At TOMRA, we put significant emphasis on maximizing resource value and utilization, contributing to the concept of the circular economy: an economic system designed to keep products, components, and materials at their highest value throughout their life cycles creating a closed loop.

Why TOMRA

TOMRA is a world leader in optical and electronic sorting equipment. TOMRA is a dynamic company with an outstanding product portfolio and an excellent level of customer satisfaction.

Why is it worthwhile to start and stay at TOMRA? Quite simply, we are a steadily growing international company that has retained its family atmosphere. Our corporate culture is Norwegian, which means there is no hierarchical thinking. If you are interested in titles and hierarchy, you are at the wrong place here. We see a bright future in economic terms. Aside from that, it´s very satisfying to know that our technology is helping to make the world cleaner.

As an IT Support Coordinator, you will work in the global IT Infrastructure and Support Team focusing on the coordination and resolution of incidents and support requests within a region. This includes both, delegation of L1 support cases to junior staff, but also active involvement in L2/L3 cases. You are the point of escalation for L3 support and activation of the security team in case Support staff notices suspicious activities.

You will also work with Support staff in other regions handing over time-critical cases with a follow-the-sun approach.

You will ensure that requests are handled in a reliable, timely and professional manner. It is of particular importance that incident and request tickets in the ITSM system are followed up upon and the customer gets frequent updates, especially in case of delays.

Responsibilities

IT Service Management

• Prioritize incoming IT support requests like incident reports and service requests;
• Review global tickets and work as a member of the global IT support organization;
• Troubleshoot and handle requests which are too complex for or unfamiliar to L1 agents;
• Escalate to power users (L2 support) and domain experts for applications out of scope for L1 IT support;
• Escalate investigation of suspicious activities to the security team;
• Identify reoccurring issues and establish countermeasures;
• Ensure support agents are working in accordance with the guidelines provided;
• Review support cases and provide support agents with feedback on ticket handling performance;
• Ensure support requests are always handled through the ITSM and get updated;
• Review and update process diagrams of SOPs.

User Support

• Provide L1/L2/L3 Helpdesk support to end users, especially during peaks;
• Coordinate and drive the onboarding and offboarding process of users;
• Communicate with users on difficult requests;
• Explain policies and requests which are out of scope or unfavorable for the organization.

Asset Management

• Assist with preparing client computers, telephones, access cards for new employees during peaks;
• Manage the handout of assets such as desktop and laptop computers, phones and IT related supplies and ensure asset records are always up to date;
• Manage local equipment.

Team coordination

• Coordinate a team of local IT specialists and working students;
• Set up objectives and follow-up on the results;
• Provide support to new employees.

• University degree in Computer Science (B.Sc.) or 5 years of experience in IT Support Coordination;
• 
  Good command of German & English is a must;
• Advanced skills in IT Service Management;
• Highly customer focused and emphatic;
• Solid Windows 10/11 and Office 365 support knowledge;
• Mac or Linux experience is a plus;
• End user IT support experience;
• Experience with communication and collaboration systems (Exchange, Teams, O365);
• Good knowledge of client facing infrastructure;
• Good understanding of network technology and security (WAN, LAN, WLAN);
• Basic Windows Server (2022/2019) and Linux administration skills;
• Basic knowledge of virtualization technologies (VMware, Hyper-V);
• Superior communication, team leading and social skills.

Additional Information

Your benefits

• 30 days annual leave;
• Supported company pension scheme;
• Supported group accident insurance;
• International SOS for private use;
• Hybrid working principles, flexible working hours;
• Opportunity to purchase TOMRA shares;
• Employee benefit discounts for TOMRA Online Shop;
• Company (e-) bike leasing;
• Gym membership coverage support;
• Office comfort: free parking spaces, canteen, coffee machines;
• Professional and personal development: learning on the job, specialized course, conferences etc.;
• Coaching opportunities – Individual Development Programs;
• Norwegian corporate culture (no hierarchical thinking, transparent communication culture).

Are you interested?

Please send your…

• 
  CV in English;
• 
  Motivation letter in English (please indicate your salary expectations and notice period);
• 
  Certificates from university/internships/references/trainings/etc.

Contact: August Flitzer

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