About this role
Objective of job
▪ Record and classify IT service requests and IT incidents globally and process in first level support as well as potentially second level support, in compliance with applicable ITSM processes, standards, and IT guidelines
Alternative Operations On-Site:
▪ Process IT service requests and IT incidents in the office area or on shop floor systems in 1st level support as well as potentially 2nd level support for the respective sites in compliance with applicable ITSM processes, standards and IT guidelines
Principle activities
IT Service Desk:
▪ Analyze and clarify problems/ system errors with internal partners (e.g. clarify technical issues with the software and infrastructure experts, etc.)
▪ Create solutions for simple problems for the solutions database, according to predetermined guidelines
▪ Record and classify simple service requests and IT incidents globally (e.g. requests for advise on standard IT products, processing standard changes, etc.)
▪ Process IT service requests and IT incidents in first level support as well as potentially second level support (e.g. act as first contact person for complex and time-consuming requests for support in the office area, capture all the necessary data and supplementary information, etc.) or forward to second level support, if required
▪ Recognize complex incidents; provide solutions / workarounds using information on documented solutions in the solutions database if necessary
▪ Inform the internal customer and initiate the acceptance of services rendered
▪ Document actions according to predetermined guidelines
▪ Service office systems by using remote access (e.g. solve incidents; install standard software on office PCs, laptops, etc.)
Alternative Operations On-Site:
▪ Process IT service requests and IT incidents in first level support (e.g. act as first contact person for IT incidents for the shop floor systems, etc.) as well as potentially second level support at the respective site or forward to second level support according to applicable ITSM processes and guidelines.
▪ Document actions and solutions, if applicable, according to predetermined guidelines
▪ Service office or shop floor systems by using remote access or by providing on-site support (e.g. solve incidents on laptops, office and production machines, maintain and exchange infrastructure components, etc.)
▪ Conduct tests on systems or system components
▪ Conduct work packages in IT jobs and IT service requests on-site
▪ Maintain hardware and software asset management for assets on-site
▪ Create solutions for simple problems in the knowledge management database, according to predetermined guidelines
Job requirements
▪ Specialized knowledge / education: Information Technology, Computer Science, Computer Engineering, or a related major
▪ Work experience: 1-3 years IT Operations On-Site and Some differing tasks with several potential solutions, including analysis of the situation/causes
▪ Additional knowledge: Standardized procedures and processes, and general work instructions; progress is monitored at longer intervals
Other facts
About D-Career
WE CREATE CHARACTER – Innovations by the DRÄXLMAIER Group mark the character of premium automobiles worldwide. As a systems partner to notable automobile manufacturers such as Audi, BMW, Jaguar, Land Rover, Maserati, Mercedes-Benz, MINI, Porsche and Volkswagen, as well as Californian premium automotive manufacturers, we develop and manufacture complex wiring harness systems, central electrical and electronic parts, exclusive interiors and battery systems for electric mobility. We supply the whole process chain, from the very first idea, the development and production process, right up to just in sequence delivery to our customers.
The DRÄXLMAIER Group is one of the top 100 automobile suppliers in the world and operates at more than 60 sites in over 20 countries. Founded in Germany in 1958, it now employs around 65,000 people worldwide. In 2024, our company reached sales of 5.5 billion Euros.
Fascination for the automobile is what marks our products and motivates our employees. Together with their passion for the automobile and enthusiasm for anything new, their commitment is an excellent prerequisite for finding continually new, intelligent, sustainable ways of shaping the character of the automobile.
At DRÄXLMAIER, young professionals can pursue their careers in the automobile industry. Those with work experience will find new challenges and individual ways of furthering their development at our company. As an owner-managed family company, we feel a particular obligation towards our employees. We are convinced that a responsible, long-term way of thinking is essential for economic success.
We offer attractive positions, particularly in the field of technology, engineering and information technology.
At www.draexlmaier.jobs you will find all the information concerning career opportunities at DRÄXLMAIER.
What you'll do
- The role involves recording and classifying IT service requests and incidents, providing first and potentially second level support. It also includes analyzing problems, creating solutions, and documenting actions according to guidelines.
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