IT Application Support Administrator I

Role Overview

IT Application Support Administrator I at HungerStation, part of the Delivery Hero Group. Grade IC1, reporting to IT Operations Manager within the IT Operations department in the Technology division.

Company Overview

HungerStation is part of Delivery Hero Group, the world's pioneering local delivery platform operating in around 65 countries worldwide. Delivery Hero is headquartered in Berlin, Germany, and has been listed on the Frankfurt Stock Exchange since 2017 as part of the MDAX stock market index. The mission is to deliver an amazing experience, fast, easy, and to your door.

Role Purpose

The IT Application Support Administrator I implements, configures, maintains, and supports HungerStation's IT applications and systems. The role provides day-to-day technical assistance to end users, ensures reliable operation of IT applications and computer systems, and supports timely resolution of incidents and service requests. The position serves as a key point of contact for application-related support, helping maintain smooth IT operations and minimize disruption to business activities.

Key Responsibilities

First Point of Contact and Incident Management

• Serve as the first point of contact for IT application administration, support, and operational requests.
• Handle incoming calls, emails, messages, and helpdesk requests in accordance with agreed Service Level Agreements (SLAs), work instructions, and established IT processes.
• Investigate, troubleshoot, and resolve incidents with the aim of restoring services as quickly as possible, preferably at the First Point of Contact (FPOC).
• Monitor, track, and update active tickets, appropriately escalating issues when they cannot be resolved within the required support level or timeframe.
• Prioritize and manage multiple open incidents and requests simultaneously while maintaining appropriate communication and follow-up with affected users.

Technical Support and Troubleshooting

• Provide support for desktop applications, workstations, and internal IT systems, ensuring issues are addressed efficiently and with minimal disruption to employees.
• Troubleshoot technical issues and provide assistance to different user groups.
• Identify recurring problems, investigate their root causes, and contribute to preventing similar incidents from occurring in the future.
• Research and identify appropriate solutions to application and software-related issues.
• Communicate effectively with end users to understand the nature of technical problems, asking targeted questions to identify root causes.
• Guide users through troubleshooting steps by phone, email, chat, or in person.
• Assist HungerStation employees with setting up IT applications and resolving technical issues.
• Escalate issues to the appropriate internal teams, such as software development, infrastructure, or other specialized IT teams, when they cannot be resolved directly.

System Administration and Maintenance

• Install, configure, monitor, and maintain IT applications and computer systems across the organization.
• Support the rollout and implementation of new systems and internal applications.
• Assist with patches and anti-virus deployment and management.

Documentation and Knowledge Management

• Accurately record and maintain all IT requests, incidents, and relevant support activities within the designated ticketing system.
• Create and maintain application documentation, process workflows, technical notes, and user or support manuals.
• Ensure documentation is updated whenever systems, processes, or configurations change.
• Contribute technical documentation and relevant specifications to support the planning, implementation, enhancement, or upgrade of IT applications and systems.
• Work closely with other IT team members to ensure that technical knowledge is properly documented and accessible to support effective service delivery.

Governance and Continuous Improvement

• Follow all relevant company and IT policies, procedures, processes, work instructions, and service standards to ensure that daily activities are carried out in a controlled, consistent, and effective manner.
• Contribute to the identification of opportunities for continuous improvement across IT support processes and practices, with the aim of improving service quality, efficiency, user experience, and operational effectiveness.
• Maintain a high-performance working environment and consistently demonstrate and promote HungerStation's values.

Stakeholder Management

• Work closely with internal stakeholders across HungerStation, including employees, IT Operations, Technology teams, software and application teams, and other relevant internal departments.
• Communicate with external partners, vendors, and service providers to support the resolution of IT application and system-related issues where required.

Qualifications & Experience

• One to two years of relevant experience in IT application support, IT helpdesk, system administration, technical support, or a related field.
• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or another relevant technical field.

Skills & Competencies

• Problem-solving and analytical thinking.
• Ability to investigate issues, identify appropriate solutions, and make practical decisions when implementing workarounds to restore services.
• Creative thinking to identify alternative solutions when standard troubleshooting approaches do not resolve an issue.
• Communication and customer-service skills.
• Ability to work effectively under pressure and manage multiple requests simultaneously.
• Prioritization and time management skills.
• Collaboration and adaptability.
• Proactive approach to troubleshooting.
• Willingness to learn.
• Attention to detail.
• Knowledge of IT application support and troubleshooting.
• Knowledge of incident management and ticketing systems.
• Knowledge of application installation and configuration.
• Knowledge of workstation support.
• Knowledge of software maintenance, patching, and anti-virus management.
• Knowledge of basic IT systems administration.