IT SUPPORT AND MONITORING ENGINEER (M/F/D) - AI SOLUTIONS

Tasks

We are looking for an IT support and monitoring specialist for key roles in the production IT control center, with comprehensive knowledge in incident management, knowledge management, problem and change management, as well as monitoring and AI solutions.

Your tasks will include the following in detail:

• You will be responsible for receiving and processing IT incidents and service requests, and ensuring complete documentation in the ITSM tool.
• As a single point of contact (SPOC), you coordinate the operation and support of production and logistics IT systems to ensure smooth operations.
• In second-level support, you will assist in analyzing and resolving complex issues using innovative AI solutions and contribute your expertise to optimize IT processes.
• You are responsible for monitoring and processing reported incidents , escalating them as needed, and ensuring efficient problem resolution.
• By maintaining and continuously updating process, operations, and support knowledge in our developed LLM, you ensure that the team always has access to up-to-date information.
• By developing and implementing monitoring and health check processes, you actively contribute to the early detection of deviations and ensure the stability of IT systems.
• Together with the team, you will advise our customers on-site in Zuffenhausen in a 24/5 shift system.

Benefits

• FLEXIBLE WORKING HOURS
• FITNESS SURCHARGE
• FLAT HIERARCHIES
• COMPANY EVENTS
• RED Reply Spirit: Strong team spirit, flat hierarchies and a personal, familial and appreciative atmosphere.
• You will take on exciting tasks in a future-oriented and innovative company.
• We offer you a wide range of internal and external training opportunities and certifications.

Qualifications

• We look forward to receiving a completed degree in computer science or a comparable qualification.
• You have several years of experience in IT support and management.
• You bring sound knowledge of ITIL disciplines such as Incident Management, Problem Management, Change Management and Service Request Management.
• Your strengths include excellent communication and teamwork skills in German and English.
• You are looking forward to working in a dynamic and challenging environment.

Develop yourself and the digital future – at Reply!

Reply specializes in the design and implementation of solutions based on new communication channels and digital media. With a network of highly specialized companies, Reply defines and develops business models enabled by AI, big data, cloud computing, digital media, and the Internet of Things. Reply offers consulting, system integration, and digital services to companies in the telecommunications and media, industrial and service, banking and insurance, and public administration sectors.