Helpdesk Engineer
IT Centre – EMEA West
Summary
Based from Getafe, Madrid with some home working
Supporting IT EMEA West helpdesk in first line enquiries for day-to-day Business Central operations for the EMEA-West entities and ensures that the system runs optimally by communicating and resolving technical issues directly and/or with the Sales & Service Team in Aerzen, Germany.
Serves as an advanced resource for Information Technology applications and procedures, in particular ERP – Business Central and other applications such as Document Management Systems (DMS), Customer Relationship Management (CRM), etc. that the Parent Company may deploy as a part of its Global Information Technology Strategy.
Ensuring all SLA (Service Level Agreement) obligations are met in delivery of above services.
Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to appropriate team/s (see latest guidelines)
Working alongside HQ staff and departments closely to ensure all business is conducted to agreed company standards and procedures.
Essential duties and responsibilities.
-To support the IT team in maintaining and deploying various IT Systems and use of Internal Support Desk first line activity.
-To act as senior helpdesk support for the Microsoft Business Central ERP platform in resolution of queries and fixes.
Deliver training to internal staff on use of integrated applications where required for helpdesk management and in line with digitalization programmes.
-To support the development of tools related to the development systems against process through systems and business analysis work.
-To maintain accurate and timely data entry on various information systems.
-To cleanse and transfer data between different data applications while maintaining data integrity and security as outlined in the data protection policy.
-To support the updating of, and producing regular data analysis and reports.
-To monitor the ICT help desk and allocate requests related to data systems in a timely manner.
Take ownership of maintaining accurate data systems and liaise with the respective teams on fault resolution.
All work to be completed by agreed Aerzen IT standards and good data management practice.
Further and continuous training and development will take place in Germany amongst other places as required and agreed.
Supervisory responsibilities.
None required.
Qualifications
To perform this job successfully, the individual must be able to perform all of the above essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Education
Ideally a Certification in MS Dynamics Business Central. (A proven track record in a related industry may be a suitable alternative to a formal qualification).
Experience
The employee should be suitably experienced in training delivery with working experience of process and systems data management. A high level working knowledge of ERP (Navision Business Central) is required. Experience on general helpdesk is beneficial.
Language skills
Good command of the English language, both written and spoken. All work will be completed solely in English. Understanding of German/ Other European language is useful but not essential.
Mathematical skills
Good understanding of data and database programmes.
Reasoning ability
The ability to apply analytical skills and data flows sets for training delivery and systems implementation.
Health and Safety Skills
An understanding of safe working practises for office environments with good understanding of Security and IT safety protocols.
General
Ideally, the candidate should have the ability to deal with all types and levels of customers across the organisation and accommodate regional requirements.
Work Environment
Required to maintain a work environment that is conducive to the continued profitable sales of Aerzen products in the marketplace.
Required outcomes
To achieve the desired result regards service availability and access for IT systems in order to develop and maintain Aerzen's reputation in the marketplace.
Location
Based primarily as a hybrid remote/Getafe Office with travel to offices across the EU West region, Germany, and other Aerzen locations as required.