IT Support Executive (m/f/d)

Location: Hamburg (hybrid)

Contract: Fulltime

Language: English & German

Serrala is a global player in the financial software industry with nearly four decades of experience in empowering businesses to optimize their financial operations. Our core strength lies in our solutions that are designed to make financial processes easier, more efficient, and smarter.

With a substantial client base of over 2,500 clients in over 70 countries worldwide, we have earned the trust of a diverse global community that trusts our innovation.

If you're curious to dive deeper and explore the work we do, we encourage you to take the next step by applying for a position with us!

As a 1st Line Support Executive, based in our Sky Campus HQ in Hamburg you will play a crucial role pivotal in offering technical assistance and support to internal users and customers, covering the gamut of IT-related tasks. Positioned as the initial point of contact, your responsibilities encompass swiftly resolving issues, deftly troubleshooting technical hurdles, and ensuring the seamless operation of our IT systems and services. Beyond immediate problem-solving, this role offers a dynamic platform for expanding your skill set and embracing new tools and technologies, setting the stage for an enriching professional journey with Serrala.

About the role:

Your Day to Day:

• Serve as the primary point of contact for all IT-related inquiries, incidents, and requests from internal users and customers.
• Provide efficient and timely technical support, both in-person and over the phone, addressing hardware, software, network, and application issues.
• Demonstrate strong troubleshooting skills to identify, diagnose, and resolve technical problems promptly.
• Perform installation, configuration, and troubleshooting of various IT requests, including hardware & software setups.
• Collaborate with 2nd and 3rd line support teams to escalate and resolve complex issues.
• Log, assess, and monitor IT incidents and service requests, maintaining accurate and up-to-date records.
• Collaborate effectively within a team environment, sharing knowledge and insights to improve overall support quality.
• Develop a deep understanding of ITIL practices and principles to align with industry best practices and maintain service excellence.
• Maintain familiarity with networked printers and peripheral devices, offering support and configuration.
• Demonstrate a solid grasp of IPv4 networking technologies, including TCP/IP, Routing, DHCP, DNS, proxy servers, firewalls, and network security.
• Embrace new technologies and services, showcasing flexibility to learn and adopt new skills quickly.
• Interact with customers and internal stakeholders professionally, exhibiting exceptional communication skills and customer-centricity.
• Contribute to continuous improvement efforts by providing feedback, suggesting process enhancements, and participating in team initiatives.

What makes you excel in this position:

• ITIL Qualification is required, showcasing a foundation in IT service management best practices.
• A minimum of 3 years of experience in a 1st line support role, demonstrating a strong background in technical assistance and troubleshooting.
• Proven capacity for methodical thinking, enabling systematic problem-solving and effective solution delivery.
• Exceptional troubleshooting skills to resolve IT-related issues promptly and efficiently.
• Familiarity with installation, configuration, and troubleshooting of various IT systems, software, and applications.
• Enthusiastic and quick learner, driven by a strong desire to expand technical knowledge and skills.
• Exposure to a helpdesk working environment, understanding ticketing systems and incident management processes.
• Strong interpersonal skills, capable of working effectively within a team and interacting professionally with customers and colleagues.
• Experience configuring and supporting networked printers and peripheral devices.
• Solid understanding of IPv4 networking technologies, including TCP/IP, Routing, DHCP, DNS, proxy servers, firewalls, and network security.
• Excellent communication skills, both in-person and over the phone, with a customer-centric approach.
• Flexibility to adapt to evolving IT environments and take on new services and responsibilities.

Why us?

What unites us as Serralians across all borders is our passion for future-oriented software solutions and our shared values which are the foundation of our strong corporate culture and our innovative drive. At Serrala, our global teams are eager to evolve, advance, and innovate. We continuously improve the way we work with professional development at the core of what we do. With modern and flexible work environments, global and regional events, and a strong fostering of team spirit, we believe that together we can accomplish any challenge and move any mountain.

We are proud to be an equal opportunity workplace. We celebrate and support diversity by providing equal employment opportunities regardless of race, creed, color, religion, age, sex, national origin, disability or handicap, genetics, protected veteran status, sexual orientation, gender identity or expression, arrest record, or any other characteristic protected by federal, state or local laws.

[EEO Statement]

We are proud to be an equal opportunity workplace. We celebrate and support diversity by providing equal employment opportunities regardless of race, creed, color, religion, age, sex, national origin, disability or handicap, genetics, protected veteran status, sexual orientation, gender identity or expression, arrest record, or any other characteristic protected by federal, state or local laws.

[To all recruitment agencies]

Serrala does not accept agency resumes. Please do not forward resumes to our job's alias, Serrala employees or any other organization location. Serrala is not responsible for any fees related to unsolicited resumes.