About Us

Ready to rock the future with us At Hellmann we put our people at the heart of everything we do because for us relationship matters. Joining us does not just mean becoming part of a global company. It is an invitation to shape the future of the logistics industry together with us. Our Hellmann culture is based on our four values: Caring Entrepreneurial Forward-Thinking and Reliable. These values resonate with yours Then become part of our FAMILY that consists of around 10.000 employees in more than 200 locations worldwide.
For the better. Together.

Service Desk Operations.

Provide first and second-level support for hardware and software issues via phone chat and ITSM tools.
Monitor and manage ticket queues ensuring timely resolution within SLA.
Serve as primary communication point for end users providing updates and ensuring customer satisfaction.
Monitor the IT Infrastructure Monitoring Platform and escalate alerts as needed.
Monitor phone queue and ensure all customers calls are attended documented and resolved.
Document standards and SOPs for IT Support in the Knowledge Management Database.
Provide on-call support after hours and weekends as required.

Endpoint Management.

Install configure and maintain desktops laptops and mobile devices within established standards.
Deploy and manage computer images using the Device Management solution; maintain security patches and software updates.
Manage backups and ensure compliance with legal and organizational requirements.
Maintain IT inventory in CMDB and other IT Asset Management solutions including warranty documentation.
Document standards and SOPs for device management in the Knowledge Management Database.
Recommend and perform proactive system upgrades.
Collaboration & Escalation.
Work closely with Network Server Field Engineers as well as Local IT teams and other IT units to resolve complex issues as required.
Escalate incidents appropriately while maintaining ownership and communication with end users and engineers.
Perform expected tasks as assigned by Supervisor or Manager in a timely manner without constant supervision.

Training & Knowledge Sharing

Participate in cross-training initiatives to build redundancy and broaden team capabilities.
Conduct user training sessions on hardware/software usage as needed.
Completion of assigned trainings and learning materials as required.

Innovation & Continuous Improvement

Identify opportunities for process optimization and propose innovative solutions as possible.
Contribute to projects aimed at improving IT support efficiency and security.

Supervisory Responsibilities

This position doesnt have direct reports nor supervisory responsibilities. However it requires continuous collaboration with different IT areas as well as business units to ensure customer satisfaction and SLAs compliance.

Qualifications

Education and/or Expertise

Bachelors degree (B.S.) in computer science information systems or equivalent degree.
2-3 years of IT support experience including endpoint management and service desk operations.
Basic knowledge in freight forwarding is desirable.

Language

Proficient in national language.

Minimum B2 English spoken level. C1 desirable.

Technical Skills

Proficiency in Windows 11 Linux MacOS SCCM ITSM tools and endpoint monitoring systems such as Microsoft Intune Manage Engine Endpoint Central and Jamf.
Knowledge of Microsoft Office 365 Manage Engine and backup solutions.
A Certification required; ITIL and MCSE desirable.

Soft Skills

Strong communication and organizational skills.
Ability to manage multiple tasks in a fast-paced environment.
Customer-focused adaptable and collaborative.
Ability to follow escalation path and organizational structure
Sets and manages client expectations.

Physical Demands

While performing the duties of this job the employee is:
Frequently required to stand and walk
Regularly required to sit for extended periods
Regularly uses arms to reach hands and fingers for computer and phone use
Speaking clearly and listening for heavy phone contact
Requires close-up and computer screen distance vision ability

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Environment

The work environment characteristics are similar to those of an office setting with various office equipment.

Inclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender age any disabilities religion ethnic origin or sexual identity: We are looking forward to meeting you!

If you are excited by this fantastic opportunity and have what it takes then click APPLY!