Senior IT Support Specialist

Arvato is an innovative and international leading service provider in the field of e-commerce and supply chain management.

Partners come together with industry specialists in the fields of Telecommunication, Hightech & Entertainment, Automotive, Bank, Insurance, Healthcare, Consumer Products and Publisher .

More than 17,000 employees work together to provide practical and relevant solutions and services worldwide. Using the latest digital technology, Arvato develops, operates and optimizes complex global supply chains and e-commerce platforms, as the strategic growth partner for its customers. Arvato combines the know-how of its employees with the right technology and appropriate business processes to measurably increase the productivity and performance of its partners.

Arvato is a wholly owned subsidiary of Bertelsmann SE & Co. KGaA.

General Qualifications

• Associate’s or bachelor’s degree in computer technologies, Computer Engineering, Management Information Systems, or related fields
• Minimum 5 years of experience in Information Technologies, preferably with at least 1–2 years of team management experience
• Strong knowledge of ITIL processes (Incident, Problem, Change, Request, SLA Management)
• Experience with Service Desk / ITSM and ticket management tools
• Hands-on experience with Windows 10/11, Microsoft 365, Active Directory, and user & license management
• Preferably experienced in JIRA, SOTI, MYQ, BEAM, or similar systems
• Basic networking knowledge (LAN/WAN, TCP/IP, VPN, wireless networks)
• Experience in asset and license management processes
• Excellent command of English (both written and verbal communication)
• Strong problem-solving, analytical thinking, and process improvement skills
• Ability to adapt to a dynamic and fast-paced working environment
• Experience in reporting and KPI tracking
• For male candidates, completion of military service
• Ability to work in a shift-based schedule

Job Description

• Manage the daily operations of the IT Support team, ensuring proper task allocation and prioritization
• Ensure incoming incidents and requests are resolved within SLA targets and monitor performance
• Ensure IT support processes are conducted in compliance with company procedures and information security standards
• Manage hardware, software, and license inventory tracking through BEAM or similar systems; oversee compliance and optimization processes
• Manage installation, maintenance, and operational continuity of all company hardware (notebooks, desktops, printers, handheld terminals, tablets, modems, etc.)
• Coordinate Microsoft 365 and user account management processes
• Monitor information security processes (antivirus, updates, security alerts, etc.)
• Organize support processes for field teams and remote locations when necessary
• Manage communication with service providers and external vendors and monitor their performance
• Prepare weekly/monthly operational IT reports and present them to management
• Conduct root cause analysis of support tickets and plan permanent corrective actions
• Manage team performance evaluations, development plans, and training processes
• Track and report KPIs and performance metrics related to support processes
• Support audit processes (ISO 27001, etc.)
• Ensure documentation, knowledge base, and procedures are kept up to date

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