IT Desktop Support Technician

Role Summary

Be part of the ESD Regional IT Operations Team and 1st/2nd line support. Reports to the Team Lead IT Operations REGION

Key responsibilities

• Companies to support in the region
  • ESD offices in Country and remote support for other sites in the region
  • Backup for other ESD subsidiaries in Europe
• Operation and monitoring of IT-solutions
  • IT support to end-users (working from home/office) and engineers (working from field)
  • System administration
  • Manage local Backup solutions
  • Make redundant setup for IT solutions whenever possible
  • Implement and test adjustments and extensions of existing solutions
  • Daily monitoring of systems and system integration
  • Analyse and solve reported errors
  • Documentation of monitoring procedures
  • Ordering IT equipment / stock and disposal decommissioned equipment
• Development of usage of IT solutions
  • Running and manage smaller local projects related to IT infrastructure
  • Be part of regular meetings with IT colleagues in EU
  • Documentation of procedures, solutions and local infrastructure
• Team member
  • o Be a team member of IT Operations REGION
  • Work as backup for AAES Service Desk in other regions
  • Cooperate with Application Operation and Information Solutions

• First /Second line level support
  • Resolve first/second line support based on tickets in the Service Desk system

Responsibilities and authorities

• With being self-driven take necessary actions on upcoming request / tasks
• Inform closest manager on progress and actions taken to secure the environment

Key competences

• Experience  in MS Dynamics Navision 2016 / Any ERP.
• Experience in analyzing & troubleshooting 1st & 2nd level problems
• Knowledge about ITIL framework with focus on service requests, incidents and problem management
• Good knowledge in Microsoft Windows Desktop Operating Systems
• Basic knowledge in Microsoft Active Directory
• Basic Networking understanding / experience with Windows Server based networks
• Basic understanding on MS365, Teams and MDM solutions
• Basic knowledge in Windows Server 2012/2016/2019/2022 is considered beneficial
• Basic Unix/Linux knowledge and experience is considered beneficial
• Basic VMware knowledge and experience is considered beneficial
• Basic Veeam Backup knowledge and experience is considered beneficial
•  

Requirements

• Experience in global company working with central infrastructure is considered beneficial
• Experience with working in hosted / central environments is considered beneficial

• Willingness to travel within the region
• Willingness to be on standby for occasional emergencies to perform support outside office hours.
• Fluent in English (verbal & writing)

Personal qualities

• Good analysis skills
• Ability to work independently as well as in a team
• Team player
• Self & result driven
• Eager to help out
• Flexible & hands-on
• Good communication skills
• Structured and organized
• Positive customer service attitude
• Understanding business needs
• Good sense of security
• Stress resistant

Internal and External Contacts/Customers/Suppliers

• Internal
  • End-Users within ASSA ABLOY Entrance Systems
  • IT colleagues within ASSA ABLOY Entrance Systems
  • Team members of ESD Divisional IT Infrastructure Team
  • IT colleagues within ASSA ABLOY Global Shared Services
• External
  • IT Services suppliers related to divisional or Group
  • Local IT Services suppliers

Revision date: 2023-05-03

Authorized by: Markus Boeckeler

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.