IT Operations Specialist

Location: Troy, United States Type of job: Hybrid Date: new LEONI 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 Description We 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 standards Diagnoses and resolve issues with the help of developed knowledge and knowledge base Cold / Warm transfer of unresolved Tickets to higher Levels Asks additional questions to End User if requested by higher Levels Accurate recording of issues in the ITSM Ticketing Tool of Customer and assigns to the appropriate team for execution Handles incoming user / access permission request as well as other service requests until execution Identifies tickets for Knowledge base Maintain and support a high availability of Data Center infrastructure Supports 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 user Solves tickets and communicates solution description / Knowledge base article Handles Non-Standard Service Requests on expert level Determines the quality and completeness of ticket’s transferred Qualifications and Experience Qualifications: Bachelor’s degree of Information System Management or related 2+ years of prior Helpdesk experience Preferred ITIL Foundation Certification Excellent 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 options Benefit 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