IT Support Specialist

Job Description

We are looking for an experienced IT Support Specialist to provide installation, maintenance, troubleshooting, asset management, and user support services for end-user devices and IT systems. This role will also support new site setups, manage user requests in line with SLA targets, and contribute to secure and uninterrupted IT operations.

Qualifications

What You'll Do

• Ensure the continuous operation of end-user devices such as desktops, notebooks, printers, RF handheld terminals, and scanners, and respond promptly to incidents.
• Install, configure, maintain, and troubleshoot operating systems, drivers, antivirus software, patches, business applications, and end-user hardware.
• Handle and prioritize user requests through Jira, resolving incidents and service requests in line with defined SLA targets.
• Create and maintain user, device, printer, and access definitions in Active Directory in accordance with internal procedures.
• Support network operations in line with Arvato standards, including LAN, wireless networks, VPN, remote access, user permissions, and connectivity controls.
• Monitor system alerts, take timely corrective action, and escalate critical risks and redundancy needs to the IT Support Team Manager.
• Follow database, email, application, and end-user file backup processes; ensure backups are stored securely and support restoration when required.
• Coordinate application installation requests through Jira, obtain the required information security approvals, and complete installations after approval.
• Maintain accurate IT asset and account records and support onboarding, role-change, and offboarding access processes.
• Research IT equipment and infrastructure needs, create purchase requests, and follow approval and supply processes.
• Support IT setup activities at new sites in coordination with internal departments, contractors, and service providers.
• Document completed installations and technical procedures and share user guides and knowledge materials with the team.
• Record customer feedback, identify permanent solutions, and provide regular updates on assigned tasks, risks, and improvement opportunities.
• Perform all activities in compliance with information security, data protection, integrated management system, occupational health and safety, and environmental requirements.

Your Profile

• Associate's or Bachelor's degree in Computer Technologies, Software, Computer Engineering, or a related field; an engineering degree is preferred.
• Minimum 3 years of experience in IT support, help desk, end-user computing, system support, or a similar role.
• Hands-on experience with Microsoft operating systems and Microsoft 365.
• Working knowledge of Active Directory, user and access management, endpoint devices, printers, RF handheld terminals, and scanners.
• Knowledge of network operations, VPN, remote access, backup processes, patching, and information security practices.
• Experience with Jira or a similar ticketing platform; knowledge of ITIL practices is an advantage.
• Strong troubleshooting, analytical thinking, prioritization, and time-management skills.
• Customer-oriented, collaborative, adaptable, and results-driven approach.
• Effective communication and relationship-building skills.

Additional Information

What We Offer

• A global work environment with exposure to international teams and operations
• Opportunities for professional growth, learning, and career development
• A collaborative and supportive team culture
• A dynamic workplace where you can drive operational excellence and continuous improvement
• Being part of Bertelsmann SE & Co. KGaA, one of the world's leading media and service companies
• Employee-focused culture that values innovation, teamwork, and development

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.

You can contact the company’s Data Protection Officer at the above-mentioned postal address. 

Further information on data protection and your rights can be found here.

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