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2nd Level IT Support (m/f/d)

City:  Köln
Job area:  Product & IT
Job field:  Product & IT
Seniority Level:  Mid-Senior level
Date:  Sep 3, 2021

At HRS “We love to make it happen”: We are the global market leader when it comes to tech- and data driven business travel solutions. Our enterprise business offers end-to-end hotel management solutions to more than 7,000 corporate businesses globally to simplify their business travel. State of the art service solutions like strategic consulting & hotel procurement, travel payment and expense solutions or efficient tools to manage corporate meetings and group booking facilitate the travel processes and guarantee savings along the value chain. Today we work globally with the Fortune 500, such as Google, China Mobile, Amazon, Siemens, Hitachi, Alibaba, Volkswagen, WorldBank.

We are looking for a service-orientated and motivated 2nd Level IT Support (m/f/d) to join our support team based in Cologne. You will be tasked with solving complex technical issues and will also collaborate with team members across all departments and hirachies to assist them with their technical requirements. 

Your challenges

  • Operational work in the IT ServiceDesk: Processing, forwarding and monitoring of IT Service Requests and IT Incidents
  • Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware
  • Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance
  • Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs
  • Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
  • Transfer of knowledge between all support levels and towards users - Knowledge Management
  • User- and Rights Management, guarantee the provisioning of all accesses and terminations in time and with high quality
  • Support, Onboarding and Training of emloyees in IT Standards, documentation of applications, systems and processes
  • Troubleshoot and resolve issues after pre-qualification with software, hardware and mobile devices
  • Take over ownership of ServiceDesk and client management related applications
  • Purchase IT equipment and licenses, Software Asset and Configuration Management
  • Working on IT projects related to client management
  • Close collaboration with internal and external partners, coordination of tasks to external provider
  • Manage, arrange and schedule user client updates
  • Support Problem Management Process
  • Analyze records and logs to spot issues
  • Consult the management in regards to management, operation and improvement of the client infrastructure

Your commitment

  • Successful completion of apprenticeship as a IT Specialist (system integration or application development) or similar 
  • Several years of working experience in 1st or 2nd Level Support
  • Understanding of ITIL Processes and knowledge in ITSM tool(s)
  • Knowledge in software distribution, update- and client management, SCCM and Intunes preferred
  • ITIL (v3 or v4) Certification is preferred, but not required
  • Willingness to solve complicated problems and see projects through to completion
  • Analytical skills to study problems and records and identify solutions
  • Passion to proactively and constantly improve status-quo on all levels
  • Team-oriented attitude to help other colleagues and departments with technical problems
  • Interpersonal communication and relationship-building skills
  • Ability to work with all levels off staff within and outside of IT and outside the organization
  • Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
  • Ability to manage time and effectivly prioritize numerous projects at one time
  • Fluent in English, spoken and written

Your rewards

At HRS we feel globally united and mutually responsible, a belief that is rooted in our company history and values: Thinking and acting like an entrepreneur, with everyone across the whole company being given the opportunity to take full ownership to deliver on our shared vision every single day.
You will work in a modern working environment with flexible working hours and the option to work from home. Our training and further education offers give you plenty of room for your personal growth and individual development.



The small print – want to know more?
Our global company is located in more than 30 locations in all continents and we inspire more than 850 employees every day. To fuel our international growth we are always looking for passionate experts who have a strong team-spirit and will take on the challenge to pioneer the international B2B travel Industry.

Interested? Have a look at all of our company benefits.
Let´s make it happen – become part of the HRS Group Team.

Find out more about the HRS Group brands and its segments:
HRS Smarttrip              DS Destination Solution                   HRS Group                      HRS Global Hotel Solution

Req ID:  9123

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