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