Local IT Support (m/w/d) ZI-IS

This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with development on various product issues, and contribute to projects.

Your Role

You will be responsible for providing enterprise-level support to our customers and partners. You will also handle difficult, complex tasks that will be delegated to you by support agents and be involved in improving existing workflows/processes while defining next steps for improvements with technical teams and management.

Your Responsibilities

• Resolve problems in response to customer/system reported incidents via trouble tickets.
• Setup and configure requests together with customer(s).
• Make changes to existing setups based on customer description.
• Handle difficult tasks that are escalated from support engineers.
• Prepare error diagnostics and detailed problem descriptions for escalation and handover.
• Improve customer service quality by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Participate in new technical improvement projects.
• Mentor support engineers.
• Undertake and participate in development activities in conjunction with other IT departments.
• Complete other one-time tasks assigned by the Manager.

Your Skills and Experiences

• Investigative nature, able to discover the problem of the customer, partner, or stakeholder.
• Highly focused, with a strong interest in solving problems using existing/new technologies.
• Keen attention to detail with the ability to understand the big picture.
• Proactive, efficient, customer-focused, and able to work under pressure with tight timelines.
• Effectively manage multiple projects and competing deadlines with minimal supervision.
• Ability to interact with different countries, cultures, and clients (internal and external).
• At least 5 years of practical operational, support, or development experience.
• Good communication and presentation skills.
• Excellent German and English language skills, both written and spoken.
• Experience in the logistics or transport business is preferred.

Good Reasons to Join

You will become part of an industry-leading IT department with great professional development opportunities, international exposure, and a rewarding career. To find out why Kuehne+Nagel is the best place to future-proof your career, start a conversation with us and click apply today!

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