As an interface between hotline and engineering, you take over the depth processing of complex user problems: Analysis and independent solution of complex IT statements and handling escalated tickets from the First Level Specialized pre-clarification, prioritization and handover of qualified tickets to engineering Operational license management and maintenance of the software catalogue in the Service Store (Matrix42) incl. Audit preparation Building and quality assurance of the institute-wide knowledge database Support of the hotline as well as technical guidance of the First Level, external hotline forces and trainees Trend evaluation of recurring disturbances and transfer to the problem management Participation in data protection (GDPR) and IT security (BSI IT-Grundschutz)

completed study of computer science (Bachelor) or comparable qualification; as an alternative training as a specialist (m/w/d) At least 3 years of professional experience in second-level support Very good knowledge of current Microsoft Windows client and office environments as well as software distribution and ticket systems (ideally Matrix42) Funded ITIL experience, especially in incident, problem and knowledge management Very good knowledge in Microsoft Windows client environments, including the care of old systems Experience in operating license management and the development of knowledge databases German knowledge at least C1 and English knowledge at least B1

Remarkable Experience in the professional guidance of first-level staff or trainees Knowledge in Citrix, Remote Access Solutions and Microsoft Active Directory Scripting skills (PowerShell, Python) ITIL Certification (Foundation or higher) Personal strengths Independent, careful and result-oriented mode of operation Analytical and Structured Procedure Embossed service, communication and team orientation persistence in error analysis and willingness to work on new topics

is a versatile and demanding workplace centrally located in the Rhine-Main area with good connections to the public transport network (car, airport, S-Bahn). As an employer of the public service, we offer the usual social benefits such as special payment of the year, pension of the company and benefits in terms of assets. The employment relationship is limited to 3 years. Parttime employment is generally possible. The post is in accordance with E 12, Part III No. 24 Fgr. 1 of the TVEntgO Bund rated. The assignment to the stages takes place taking into account the personal relevant experiences. Disabled applicants (m/w/d) are preferably taken into account with the same suitability. The Paul-Ehrlich-Institut promotes equality between people and the reconciliation of family and work. For this we offer, among other things, very flexible working hours (part-time models, no core working hours), hybrid work (max. 60% remote), kindergarten places and numerous training opportunities. Our company health management and the promotion of the job ticket complete the offer. .