IT Dispatcher – 1st & 2nd Level Support (f/m/x)

As an IT Dispatcher – 1st & 2nd Level Support at Anton Paar, your responsibilities include receiving, categorizing, and prioritizing IT inquiries in our ticket system, as well as forwarding tickets to the appropriate support levels and assisting with initial resolutions of standard inquiries. Monitoring and tracking open tickets to ensure SLA compliance is also key, alongside providing users with status updates on their ongoing requests.

To qualify for the IT Dispatcher position at Anton Paar, you should have completed IT training (such as an apprenticeship or technical school) or possess equivalent professional experience. Additionally, experience in IT support or a similar coordination role is an advantage. A basic understanding of MS Active Directory, networks, and Windows operating systems, along with strong German and English language skills, is essential.

As an IT Dispatcher at Anton Paar, you will enjoy attractive working conditions including regular working hours from Monday to Friday, no on-call duty, and no 24/7 deployment. We also offer the possibility to work outside the office on occasion and prioritize a culture of professional and personal development, ensuring a supportive environment for all employees.

Anton Paar is committed to the professional and personal development of its employees, including those in the IT Dispatcher role. You will benefit from individual training and onboarding, ensuring you have the skills and knowledge needed to excel in your position while promoting an innovative company culture that values technical excellence.

The salary for the IT Dispatcher – 1st & 2nd Level Support role at Anton Paar ranges from €3,000 to €3,900 gross per month, excluding overtime. The actual salary may vary depending on your experience and qualifications, ensuring fair compensation for the value you bring to our high-tech company.

In answering this question, highlight any specific ticketing systems you have used and describe how you prioritized and managed tickets. Be sure to mention any metrics or results achieved through your efforts, demonstrating your organizational skills and efficiency in handling IT support inquiries.

Discuss your approach to communication, emphasizing the importance of keeping users informed about their ticket status and actively listening to their concerns. Provide examples of how you have handled user feedback or complaints in the past, showcasing your strong service orientation.

Outline your typical troubleshooting process for common IT issues, starting from understanding the user's problem, gathering necessary information, and taking initial steps toward resolution. Mention any particular tools or methods you prefer to use in these situations.

Use this opportunity to share a specific scenario where you successfully managed competing IT requests. Explain the criteria you used for prioritization, the outcome of your actions, and what you learned from the experience.

This question assesses your problem-solving abilities. Explain your strategy for escalations, including how you would communicate with the user about the situation and any follow-up steps you’d take to ensure the issue is resolved in a timely manner.

Describe coping mechanisms you've developed, such as staying organized, prioritizing tasks effectively, and working collaboratively with your team. Provide an example of a stressful period and how you maintained productivity and focus.

Identify specific tools or practices you've employed to track ticketing SLAs, such as setting alerts, using reporting tools, and performing regular audits on ticket statuses. Discuss the importance of SLA compliance and customer satisfaction.

Provide a concise example where you diagnosed and resolved a networking problem. Emphasize the approach you took, tools used, and the positive impact your actions had on the user experience.

Discuss specific resources you use to stay informed, such as industry blogs, webinars, and professional forums. Highlight any relevant networking or learning events you've attended and how this knowledge has contributed to your professional growth.

Highlight your relevant qualifications and experiences that make you a strong fit for the IT Dispatcher role. Focus on your IT training, communication skills, service orientation, and any unique strengths that set you apart from other candidates.