Mauser Packaging Solutions | Germany | 50xxx 50321 Brühl | Permanent position | Full time | Published since: 20.01.2026 on stepstone.de
(Senior) IT Service Desk Agent (m/f/d)
Mauser Packaging Solutions is a global market leader of high-quality and groundbreaking packaging for industrial purposes. The range of services includes a wide range of products, including plastic packaging, fiber drums, steel barrels, Intermediate Bulk containers (IBC) in various sizes and the withdrawal of used packaging (reconditioning). With this, Mauser Packaging Solutions offers a complete service, which is oriented to sustainability from production to reuse of packaging ("ECO-CYCLE®"). Following the merger of BWAY, MAUSER Group, NCG and ICS in 2018, Mauser Packaging Solutions supplies more than 11,000 employees to over 180 sites of renowned customers from chemistry, petrochemicals, agriculture, pharmacy and the food industry. The tasks and challenges for MAUSER grow. This is why we are looking for support at our location in Brühl near Cologne as: (Senior) IT Service Desk Agent (m/w/d) In this responsible position, you are the central contact person for technical enquiries, fault messages and change requests of our internal and external users. They ensure smooth IT operation and contribute significantly to the service quality of our support team. .
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Your tasks • Your profile • What we offer
Professional collection, classification and pre-analysis of Incidents, Service Requests and Changes Independent troubleshooting in simple to medium-heavy areas (including remote analysis) Ensuring compliance with defined SLAs and complete tracking of open tickets to the solution Support and professional support of first-level support, including regular 1:1 meetings and process controls Implementation of ticket management and forwarding of complex cases to downstream departments Management of user accounts and permissions (on and offboarding) on Windows and Unix systems Creation and maintenance of internal and external IT documentation Proactive system and customer support as well as participation in IT projects Asset management (issue, recovery and backup of client hardware) Software distribution via Microsoft Endpoint Management / SCCM and Intune Central administration of digital signage solutions (GoBright) Training and consulting of users in handling technical and application systems
We are looking for a dedicated personality with a strong technical know-how that is able to analyze and solve complex IT questions. In addition to a structured and service-oriented way of working, we expect the ability to competently support technical decisions and to actively shape modern IT environments. Qualification & Experience Completed technical training, corresponding study of advantage Funded knowledge of Windows 10/11, iOS/Android as well as basic Unix user management Experience with client hardware (Notebooks, Workstations, PCs) ITSM experience in incident, problem and asset management Safe handling of ServiceNow or similar ticket/ITSM systems Multiannual experience in customer support ITIL-V4 Foundation certified Personal skills Team-ready, communication-strong, analytical Self-contained, structured and service-oriented Good end user support skills Very good English; other languages advantageous Readiness to travel in Europe
Occupational pension Discounted Germany Ticket Attractive remuneration in a crisis-proof company Flexible working hours & remote options Further education and training Company doctor Free parking Possibility of JobRad leasing Granted sports courses/activities within the framework of Urban Sports Benefits for Private Purchases (Incent Corporate Services/ Corporate Benefits) Sufficient free parking & very good access to the ÖPNV
Location
 | Mauser Packaging Solutions | |
| 50321 Brühl | ||
| Germany |
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