IT Support Specialist

About the role

Arvato, a Bertelsmann subsidiary serving e-commerce and supply chain customers worldwide, is looking for an experienced IT Support Specialist. The role covers installation, maintenance, troubleshooting, asset management and user support for end-user devices and IT systems, supports new site setups, manages user requests within SLA targets and contributes to secure, uninterrupted IT operations.

Key responsibilities

• Keep end-user devices (desktops, notebooks, printers, RF handheld terminals, scanners) running and respond promptly to incidents
• Install, configure, maintain and troubleshoot operating systems, drivers, antivirus, patches, business applications and hardware
• Handle and prioritize user requests through Jira, meeting SLA targets
• Create and maintain user, device, printer and access definitions in Active Directory
• Support LAN, wireless, VPN, remote access, user permissions and connectivity controls
• Monitor system alerts, take corrective action and escalate critical risks to the IT Support Team Manager
• Follow backup, email, application and file backup processes and support restoration
• Coordinate application installation requests through Jira, obtain security approvals and complete installations
• Maintain IT asset and account records and support onboarding, role changes and offboarding
• Research equipment needs, create purchase requests and coordinate IT setup at new sites
• Document installations and procedures, record customer feedback and share knowledge materials

Required profile

• Associate's or Bachelor's degree in Computer Technologies, Software, Computer Engineering or a related field; an engineering degree is preferred
• Minimum 3 years of experience in IT support, help desk, end-user computing, system support or a similar role
• Hands-on experience with Microsoft operating systems and Microsoft 365
• Knowledge of network operations, VPN, remote access, backup, patching and information security
• Experience with Jira or a similar ticketing platform; ITIL knowledge is an advantage

Required skills

• Active Directory, user and access management, endpoint devices, printers, RF handheld terminals and scanners
• Strong troubleshooting, analytical thinking, prioritization and time management
• Customer-oriented, collaborative and effective communication skills

What we offer

• A global work environment with exposure to international teams and standards
• Opportunities for professional growth, learning and career development
• A collaborative and supportive team culture
• The chance to contribute to the continuity of logistics technology operations