IT Operations & Support Specialist

Mahle Filtre Sistemleri A.Ş.

Qualifications/Experience:

• Bachelor's degree in a related discipline
• Excellent command of English (written and verbal) is a must
• Min 1 or 3  years of professional experience in IT Support/IT Operations/IT Service Management field, in an enterprise IT environment
• Knowledge and experience of IT Service Management framework and processes
• Excellent written, verbal and interpersonal communications skills
• Working independently and taking ownership
• Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities
• Solid background of managing MS Windows server systems/client operating systems (Active Directory, DHCP, DNS, Group policy, File servers),
• Good knowledge of Microsoft products (e.g. Windows 10, Office 2016, Microsoft 365, etc.)
• Good knowledge of network technologies (LAN, WAN, VPN, etc.) and ideally knowledge of Cisco systems
• Ideally knowledge in the Apple environment
• ITIL Foundation Certification is plus
• Ability to work in international teams

Responsibilities:

• Overall incident management responsibility including ticket creation, classification, assignment, and status tracking of received incidents on a regular basis
• End-to-end monitoring of incidents to ensure agreed reaction and resolution rates of 1st, 2nd and 3rd Level
• Engagement with stakeholders to advise and consult on expectations, requirements and problems related to service operations and incidents
• Regular/on demand reporting of incident status and presentation to business units
• Management of escalation cases by being in close communication with business units
• Follow up customer satisfaction and user feedbacks for continuous improvement of service management quality
• Working closely with IT management to achieve organizational goals
• Support and cooperation in IT projects and business-related projects
• Enforce IT security standards   
• Maintain user and customer satisfaction through efficient and professional handling of all service requests: This includes onboarding (i.e. provision devices, account creation, and educating users on policies), offboarding (i.e. retrieve devices, account shutdown), hardware (i.e. source and deliver hardware and components from approved catalogue) and software (i.e. source and deliver software and licenses from approved catalogue)
• Developing policies, procedures and standards, creating user-centered instructions for end-users