Offer summary

Qualifications:

Basic knowledge of computer hardware, Windows/Mac OS, VPN, and Microsoft 365., Good problem-solving skills and ability to follow troubleshooting procedures., Strong communication skills in English, both verbal and written., Ability to work independently remotely and support colleagues across locations..

Key responsibilities:

Troubleshoot and resolve common IT issues related to hardware, software, and connectivity.

Process IT service requests such as software installations and access provisioning.

Manage user accounts for onboarding, role changes, and offboarding.

Monitor support systems, escalate issues when necessary, and document support tickets.

Job description

Company Description

AUTODOC is the largest and fastest growing auto parts ecommerce platform in Europe.
Present across 27 countries with around 5,000 employees, AUTODOC generated revenue of over €1.3 billion in 2023, supplying more than 7.4 million active customers with its 5.8 million vehicle parts and accessories for car, truck, and motorcycle brands.
Curious minds, adventurous experts and tech-savvy professionals - one team, one billion euros revenue. Catch the ride!

Job Description

Job Purpose

As a 1st Level IT Support Analyst, you are the first point of contact for technical issues and service requests from Autodoc employees. You handle incident resolution, service request fulfillment, account setup and deactivation, and escalate more complex problems to the appropriate teams. Your support helps maintain operational continuity and provides a seamless IT experience for users across the company.

Responsibilities

Incident Management: Troubleshoot and resolve common IT issues related to hardware, software, connectivity, and access. Escalate unresolved incidents according to defined processes.
Service Request Fulfillment: Process standard IT service requests including software installations, access provisioning, and IT equipment needs.
Account Management: Create, update, and disable user accounts for onboarding, role changes, and offboarding in accordance with company procedures.
Monitoring & Escalation: Monitor dashboards and alerts, raise timely escalations for infrastructure or service issues requiring higher-level intervention.
Ticket Management: Log, track, and document support tickets using a ticket system, ensuring timely updates and SLA adherence.
Customer Service: Deliver professional, remote IT support via chat, ticketing system, and video calls, maintaining a customer-focused attitude.
Knowledge Contribution: Create and update Knowledge Base articles to improve self-service and support team efficiency.

Job Requirements & Required Skills

Basic Technical Knowledge: Familiarity with computer hardware, Windows/Mac operating systems, VPN, and Microsoft 365 applications.
Problem-Solving: Good analytical thinking with the ability to follow documented troubleshooting procedures.
Communication: Strong verbal and written communication skills in English
Customer Service: Excellent interpersonal skills and patience when guiding users through solutions.
Remote Readiness: Ability to work independently in a fully remote setup with professional conduct.
Teamwork: Collaborative mindset and willingness to support colleagues across multiple locations.
ITSM Tools: Experience using Jira Service Management or comparable ticketing systems is desirable.
Networking: Basic understanding of network connectivity principles is a plus.
Compliance Awareness: Awareness of IT security and data protection policies (e.g., GDPR) is an advantage.

Nice to Have:

Prior experience in IT Support, Help Desk, or Service Desk (internship or professional).
Familiarity with automation tools, asset management platforms, or remote support software.

Experience: