IT Operations Specialist

Location: Troy, United States Type of job: Hybrid Date: newLEONI is a global provider of products, solutions, and services for energy and data management in the automotive industry. With around 86,000 employees in 21 countries and EUR3.9billion in sales in 2025, we are a leading supplier of complex wiring systems and customer-specific cable harnesses.We believe that meaningful connections drive innovation and success. At LEONI, you will join a diverse, international, and collaborative team shaping the future of mobility, from autonomous driving to alternative drives and smart charging solutions.Since mid-2025, we have been part of the Luxshare Group, one of the world's leading solution providers for consumer electronics, communications and data centers, automotive, and medical industries, based in China. Join us and help shape the future of connectivity together.Job DescriptionWe are looking for an IT Specialist, responsible to receive incoming tickets independent from the communication channel, performs high-level analysis and qualification of the ticket and ensures that the tickets are solved or routed right according to the next level of support.Candidates should be able to:Responds to incoming calls / mails / chats / Self-service portal contacts / service requests based on GSD standardsDiagnoses and resolve issues with the help of developed knowledge and knowledge baseCold / Warm transfer of unresolved Tickets to higher LevelsAsks additional questions to End User if requested by higher LevelsAccurate recording of issues in the ITSM Ticketing Tool of Customer and assigns to the appropriate team for executionHandles incoming user / access permission request as well as other service requests until executionIdentifies tickets for Knowledge baseMaintain and support a high availability of Data Center infrastructureSupports users with extended knowledge to resolve Tickets in the specific knowledge area. (E.g. SAP, Microsoft Office, VPN, Exchange, Cisco Collaboration Platform, Mobile Devices)Performs ticket analyzes (second level) including information requests to the end userSolves tickets and communicates solution description / Knowledge base articleHandles Non-Standard Service Requests on expert levelDetermines the quality and completeness of ticket's transferredQualifications and ExperienceQualifications:Bachelor's degree of Information System Management or related2+ years of prior Helpdesk experiencePreferred ITIL Foundation CertificationExcellent communication skills in English (Both written and verbal)We offer:All the benefits of a top employer committed to further development, intercultural exchange and innovation.Self-determined and flexible working and home office optionsBenefit offerings to be discussed throughout interview process.People of all genders are always meant equally; for linguistic simplification and better readability, only the masculine form is used in the text.LEONI processes your application data in an IT-system that is consistent across the company and uses Foreign Service providers. By sending your application, you agree to this procedure. LEONI ensures the compliance with data protection.J-18808-Ljbffr