Field Support Analyst

Purpose of Role

To ensure we provide a consistent high level of service to the business. Be pro-active by being onsite speaking to key stakeholders to understand their challenges and how I.T can help the business achieve its goals. This can also be achieved by using tools provided and preventing re-occurring issues. The role should be at a minimum 75% travel visiting Berry sites and 25% doing admin on tickets and / or hardware replacement / repairs.

Duties and Responsibilities

1. Work towards key business KPI’s set by I.T Management
2. Provide remote and onsite hardware and software support
3. Record all activity in Berry’s ITSM tool
4. Provide and update feedback to users as their calls are progressed
5. Work as part of a geographically distributed team
6. Liaise with 3rd parties and wider I.T team where necessary
7. Identify and mitigate security incidents, GDPR compliance issues, application vulnerabilities, network/infrastructure and other vulnerabilities.
8. Ensure correct documentation and procedures are followed or produced if needed
9. Ensure all systems have a backup and are monitored for any failures
10. Undertake training and research to maintain knowledge of current technology and systems
11. Understand business operations and the key role IT plays within its operations

Person Specification

1. Able to priorities under pressure and work to deadlines
2. Excellent decision making, judgement, planning and organization skills
3. Flexible, calm and approachable, ‘can do’ attitude
4. Solid customer relations skills to understand customers concerns and requirements
5. Able to lead projects and / or work as part of a project team
6. Ability to work well within team, supporting other team members
7. Willingness to gain relevant qualifications and accreditations
8. Pro-active approach to work
9. Good verbal and written communications skills
10. Willing and able to travel not only to the expected time for the role but also in emergency scenarios
11. Full Driving License
12. Fluent in [German native language (Written and Verbal),

*** Immediate Joiners are preferred.

Standort

Sonata Software, Berlin