Working at Freudenberg: We will wow your world!

Responsibilities:

End-User Support and Technical Assistance

• Provide support for hardware, software, workplace technologies, and system-related issues.

• Respond to incidents and service requests and ensure timely resolution in accordance with established procedures.

Incident Resolution and Troubleshooting

• Diagnose and resolve standard technical issues using established troubleshooting methods, knowledge articles, and support procedures.

• Escalate complex or unresolved issues to higher-level support teams when required.

Workplace Technology and Service Support

• Support workplace technologies, device management activities, and end-user services.

• Assist with software installations, system configurations, upgrades, and operational support tasks.

Documentation and Service Quality

• Maintain service tickets, support documentation, knowledge articles, and operational records.

• Contribute to service quality and compliance by following established procedures and standards.

User Support and Continuous Improvement

• Provide guidance to end-users regarding IT tools, systems, and support processes.

• Identify recurring issues and contribute suggestions for service and process improvements.

Qualifications:

Education: Vocational Certification or Equivalent in Information Technology, Computer Science, Business Informatics, or a related field. Bachelor's Degree preferred.
Experience: Typically 2-4 years of experience in IT support, helpdesk, service desk, workplace technology support, or related IT operations functions. Experience supporting end-users and resolving standard technical incidents and service requests.
Knowledge: Good knowledge of IT support processes, incident and request management, workplace technologies, end-user computing environments, and troubleshooting methodologies. Basic understanding of IT security principles and service management practices.
Certifications: ITIL Foundation (preferred). Microsoft 365 Certified certification or equivalent. Desktop support, workplace technology, or end-user computing certification beneficial.
Language Skills: Advanced proficiency in English and fluency in local (native) language. Additional languages are beneficial in a global environment.
Required Competencies and Skills:

• Customer Centricity and Relation Management: Provides responsive and effective support to end-users.

• Problem Solving: Resolves technical issues through structured troubleshooting and analysis.

• Reliability: Delivers consistent support while following established procedures and service standards.

• Digitalization: Supports workplace technologies and digital support solutions.

• Teamwork and Collaboration: Works effectively with users, colleagues, and support partners.

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The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.

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