ITSD Field Support Agent

Position Description Summary: The ITSD - Field Support Agent is responsible for the 2nd level field support for local and Global IT services used in Schenker locations. The position will assist the Field Support Management to ensure that the support plans in place are followed by the country and utilize either Schenker Field resources or 3rd parties. Develop positive relationships between IT & the business. Issue resolution for applications, user hardware and network/infrastructure which cannot be resolved remotely and planned maintenances that require Field support are the primary responsibilities. The execution of regular Branch Health Checks & Cyber Café. Principal Accountabilities (The following is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all expectations.): • Responsible for local escalations when necessary to line management. • Identification of recurring problems and notification to team members. • Resolution of tickets assigned to Field Support. • Ensures support and maintenance of local IT services (i.e. applications, user hardware and network/infrastructure which are defined. • Support for local installation of PCs, notebooks and software components, infrastructure in conjunction with local or global GIS programs • Work with 3rd party suppliers in accordance with Schenker processes as identified by the country support plan. • Awareness of service level agreement targets and ensure that they are not breached. • Identify and execute Continuous Service Improvements • Track incident status and inform users regarding status of incidents and requests. • Execution of regular branch health checks to update key stakeholders on related IT projects, build relationships with our branches and preventative support. • Assist in completion of IT Projects in conjunction with local or global GIS programs • Conducting of Branch Health Check (BHC) and Cyber Café at branches within the country. • This position will require some traveling throughout the country. The individual in this position must be capable of performing all of the essential functions with or without a reasonable accommodation. Working Environment: Assignment Complexity - Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Exercise judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions. Accountability - Use professional concepts and corporate policies and procedures to solve a wide range of difficult problems in imaginative and practical ways. Impact of Decisions - Moderate impact on corporate operations and fiscal health. Working Relationships - Regularly interact with peers and management concerning matters of diverse scope and discretion. Scope - Work on problems diverse in scope. Normally receive no instructions on routine work, general instructions on new assignments. Essential Functions: Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.

Knowledge and Skills (The following minimum requirements are normal guidelines and should not constrain the advancement of otherwise qualified personnel): This is an intermediate level position. Solid interpersonal and analytical skills required. Bachelor’s degree or equivalent strongly preferred. Generally, prefer 2+ years directly related work experience. • Ability to interact with employees at all levels • ITILv3 Foundation certification • Strong analytical and problem-solving skills to resolve technological problems • Excellent organizational, communication, and problem-solving skills and a proven understanding of IT business needs and knowledge of IT industry standard best practices • Working knowledge of basic hardware and software products • Excellent Microsoft Office 365 Skills • Fluent in English language skills (verbal & written) + local language

Medical

We offer a number of plans for a variety of health care services and supplies, including preventative care, inpatient and outpatient services and prescription drugs.

Vision

The option for separate vision coverage for eye exams, frames, and contact lenses.

Dental

The option for separate dental coverage to cover preventative major and basic dental services.

401(k)

The company offers a pre-tax 401(k) contribution plan with a company match.

Direct Deposit

We offer direct deposit to all employees.

Holidays

On a calendar year basis, the Company pays all employees 6 major holidays, including New Year's Days, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day.

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity