Service Support Specialist

Provides technical support to DN Services, Service Partners and Customers, based on expert knowledge of DN-serviced products and solutions. Starting point for structured problem management in the DN Incident & Problem Management process. Identifies, analyzes, addresses and resolves technical problems. Supports technical escalations as a well as improvement initiatives. Adopts and provides technical product trainings and ensures communication and feedback of service-relevant information to / from country services units. Develops, implements, maintains and advises on service processes and standard operational procedures. Initiates, manages or supports customer, fleet and product performance improvement projects and initiatives.

• Creating, reviewing and improving technical documentation and problem reports
• Assisting in customer project piloting for moderately complex products
• Assuming responsibility for complex tasks relating to the management and further development of the group's internal processes
• Supporting a medium/large-sized product range, not just in terms of the number of products but also in terms of their complexity and similarities to other supported products
• Processing support inquiries from local partners and local Service Operations. This includes activities such as: analysis of empirical errors, evaluation of trace and log files, on-site system repair in escalation cases
• Monitoring (complex) product benchmarks (e.g. failure frequency). Generating corresponding evaluations and statistics and forwarding them to the appropriate party for resolution (Field Processes and Tools - Product Support, Professional Services, etc.)
• Manage all technical aspects for assigned products from introduction to the local market till end of service.

Required Qualifications

• Working experience in technical functions
• Advanced spoken and written English (at least B2/C1 level)
• Network knowledge (topology, router, switch, proxy, routing, VLANs, DNS, DHCP, Tp.net) and scripting language for windows
• Experience in administration of customer IT infrastructure
• Understanding of Service Desk (area) general processes
• Basic SQL
• Process KNowledge on IKEA is highly desirable

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation  The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations