Senior Application Support Specialist

With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. All our locations have earned the #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experience.

Digitalization. Simply delivered.

At IT Services, we are passionate about modern technologies. Our Self Service Solutions team is continuously expanding. We are looking for a Specialist Solution Support. In our diverse environment you can always grow depending on your qualification level.

We are working in an agile way. This means that our teams are completely product oriented, have end to end responsibility both for the product in development and in production. The same people not only take care of the application, but also of the business side of the product. The everyday work is typically organized using agile frameworks.

Grow together

Our mission in IT Services is “We strive for a Business Partner and Product centric organization, that lives E2E responsibility by maximizing team empowerment”. In our team we are building a team culture with proactive E2E mindset enabling us as IT Services to be a competitive advantage for the group. We are responsible for round about 17.000 lockers from DHL all over Germany.

Like our company, our team is quite global. We have technical teams located in Chennai, Prague, Darmstadt, Berlin and Bonn. To help us collaborate better, we are using tools like Teams, Jira and Confluence. You will find a nice mix of motivated people, typically geeks who are passionate about technology and who are reading about IT, even after work. But most importantly, we are a team where everyone supports each other even in tough times and where every single member tries to make things better every day.

Ready to embark on the journey? Here’s what we are looking for:

As a Specialist Solution Support having profund knowledge of ITIL processes is a must have. Very good knowledge of tools like ELK, SOTI and Ticket Systems like Global Service Now and MySMF will also be an integral part of this role.

You are a service aficionado, therefore you have a good understanding of handling Tickets assigned from 1st level support, be able to provide first resolutions for incidents and coordinating with our service providers working on-site. You are also proficient in troubleshooting and supporting the on-site colleagues via phone. You are able to work independently, prioritize and organize your tasks under time and workload pressure. Working in a multinational environment, you can expect cross-region collaboration with teams around the globe, thus being advanced in spoken and written English will be crucial.

Specialist Self-Service Solution Support Germany Packstation

Key Responsibilities:

• First resolution for incidents forwarded to the 2nd Level Support team (using remote access)
• Forwarding tickets to the appropriate service provider for issues that clearly require on-site support
• Coordination function for all service providers involved in the support process
• Handling burglary damage/vandalism cases
• Coordination for status checks of devices, interfaces, compartments, lines, etc. by the involved service providers
• Coordination activities after verification of obvious configuration errors
• Troubleshooting and supporting on-site service technicians via phone
• Reactivating services during incident resolution
• Coordinating the flow of information during repair work to adjust the database configuration of the Packstation
• Reviewing resolved incidents, including indication of root cause responsibility, error codes, etc.

Professional Requirements:

• Completed degree from a university of applied sciences or comparable vocational training with relevant practical application
• ITIL processes (Incident, Problem, Configuration, Release, Change Management)
• Operational management of subcontractors
• Good general IT knowledge
• Good knowledge of tools like ELK and SOTI mobile
• Very good knowledge of ticket systems (Global Service Now, mySMF is an advantage)
• Good knowledge of operating systems Windows 10 & 11
• Experience in telephone support and remote assistance for users
• Basic knowledge in electrical engineering and mechanical engineering is an advantage

Personal Requirements:

• Independent, constructive, and reliable working style
• Very good analytical skills and structured approach to tasks
• Excellent communication, conflict resolution, and teamwork skills
• Cultural sensitivity in collaboration with international teams
• Ability to impart knowledge to team members
• Confident demeanor at different management levels
• High degree of flexibility, commitment, and willingness to help
• Very good German and good English skills, both written and spoken
• Willingness to work shifts and be on call
• Willingness for flexible working hours

An array of benefits for you:

• Hybrid work arrangements to balance in-office collaboration and home flexibility.
• Annual Leave: 42 days off apart from Public / National Holidays.
• Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.
• In House training programs: professional and technical training certifications.