Call-Entry IT Specialist

Working at Freudenberg: We will wow your world!

• Provide IT Service Desk support by phone, email, MS Teams, or in person. Resolve issues under guidance and with work instructions (incidents and service requests) within the defined EagleBurgmann KPIs and SLAs, and to the end user’s satisfaction.
• Junior Service Desk Agents must have a solid and general technical understanding and knowledge, effective communication skills, to understand the issue and explain solutions in a user-understandable language. A strong customer orientation and patience dealing with difficult customers are mandatory.
• Monitor defined queues and respond effectively to raised issues in the ITSM Tool ServiceNow within the agreed SLAs. Enforce and foster the usage of the IT Service Desk system by encouraging users to log tickets in self-service and strictly adhering to the ‘no ticket, no action’ philosophy.
• Process and functionally escalate tickets based on their priority. Ensure that the IT Service Desk tickets always have accurate settings for urgency and impact, resulting in an adequate and rule-based defined priority. Modifications are only carried out based on the valid regulations provided in a ticket handling guideline.
• Ensure the EagleBurgmann IT KPIs and SLAs are met on a daily basis, monitored and reported through the defined IT SM dashboards in ServiceNow, controlled by local Incident Control.
• Modify configurations, utilities, software default settings,… for the local client hardware or other IT equipment under guidance.
• Assist onboarding of new users by enforcing adherence to the proper onboarding procedures with cloud services and ensure the new user has access rights to the requested IT services.
• Maintain asset inventory data for end-user equipment, smartphones, software, and software licenses in ServiceNow.
• If applicable, write basic work instructions, training manuals, and knowledge base entries in ServiceNow and share this knowledge with other Service Desk Specialists and end users in internal training sessions.
• Report severe issues to the global IT (senior) Management Team in hierarchical and functional escalations.
• Ensure adherence to the EagleBurgmann Software Core Client.
• Assign users and computers to requested relevant groups in Active Directory under guidance.
• Perform client hardware and software upgrades as required or requested by standard work instructions.
• Ensure quality and best practices by applying global EagleBurgmann IT standards, knowledge base information, and proven best practices as solutions to issues.
• Provide occasional end-user support outside of standard hours if critical circumstances arise.

• Associate degree in Computer Science with a strong interest in and affinity for Information Technology. Alternatively, an equivalent combination of education and training that provides the required knowledge, skills, and abilities to perform the essential functions of the job.
• Basic knowledge of network technology.
• Basic Windows OS administration of current OS releases.
• Basic Remote access to systems and VPN.
• Basic Microsoft Exchange online user administration.
• Basic Microsoft Office 365 end-user support.
• Basic Microsoft Intune or any MDM user support.
• Desktop applications / MS Office Suite.
• Printer troubleshooting and support.
• ITIL Foundations Certification or a similar IT framework.
• English language skills at level B2 or higher for all regions.
• German language skills at level B2 or higher for EMEA.
• Demonstrated experience and ability to maintain the highest levels of honesty, integrity, diversity, and respect for others. A passion for technology and customer-centric service fulfillment in customer care is a must.

The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.