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Our production unit takes pride in offering top-tier luxury airline catering that is both elegant and sophisticated. Our team is dedicated to crafting a one-of-a-kind experience that is attractive to even the most discerning passengers. We focus on providing exceptional quality, first-class service, and an exquisite range of menu options that are sure to impress.
Job Description
The IT Support Analyst role is responsible for providing 1st and 2nd line support in person and remotely to our users. You will fix what you can and escalate more complex issues to the relevant resolve teams within Global IT following our internal escalation processes and procedures. Manage user issues in a timely manner, update tickets accordingly, and communicate with users to keep them informed about the status of their issues. Working in a fast-paced environment where no day is the same, the ideal candidate will have experience working as an IT Support Analyst with the ability to build key internal and external relationships.
* Provide remote and face-to-face 1st/2nd Line Support.
* Take ownership of users’ issues and identify appropriate solutions to resolve incidents and service requests promptly.
* Communicate regularly with users about the progress of investigations and planned solutions.
* After identifying the issue, take necessary steps to resolve or escalate to 2nd line support and resolve teams as needed.
* Update the ticketing system, ensuring calls are logged with all notes, progress, and actions input promptly and accurately.
* Create standard documentation on problem resolution, fixes, and update the technical knowledge base.
* Maintain a strong customer focus at all times.
Qualifications
* Experience in a 1st/2nd line technical support role.
* Ability to diagnose problems and solve them within a technical environment.
* Strong communication skills in English; proficiency in German and/or Spanish is beneficial.
* Customer-focused approach and a team player.
* Good time management and prioritization skills.
* Strong work ethic, self-motivated, and able to work in a dynamic environment.
* Knowledge of ICT hardware including desktops, laptops, tablets, printers, and peripherals.
* Ability to support smartphones, iPads, and iPhones.
* Experience with Microsoft Windows Desktop Operating Systems; experience with Apple OS is beneficial.
* Proficiency in Microsoft Office/O365.
* Understanding of structured cabling, Wi-Fi connectivity, firewalls, routers, switches, and Wireless Access Points.
* Knowledge of DNS and DHCP.
* Experience with Microsoft Active Directory, user account, and security group management.
Additional Information
We believe our employees are the driving force behind our success and strive to create a positive and supportive work environment. As a team member, you will have access to various benefits, including:
* On-site role
* Referral scheme benefits
* Free on-site meals
* In-house training opportunities
* Genuine career development opportunities, both nationally and internationally
* Opportunity to work with an innovative leader in the luxury global gourmet entertainment market
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