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IT Supporter: trouble shooter for humans and computers

18/02/2020 2020/02

With more than 20 years of experience in the areas of recruiting, employer branding, personnel marketing, HR services and personnel development, we solve the personnel and organizational challenges of our customers on a daily basis. Our innovative and high-quality services can only be guaranteed by satisfied and motivated employees. Florian Wagner is one of them and reports in today's article about his work as an IT supporter for ARTS on assignment at Flughafen Dresden GmbH.

IT as the heart of (many) companies

Florian, briefly describe your job at Dresden Airport!

The hardware and software in companies manages data of all kinds and, as information technology, represents the link between man and machine. It is therefore all the more important that IT is always up to date and can be used by all users. My job at Flughafen Dresden GmbH is to ensure that these processes work.

IT management ensures that information technology supports all strategic and operational measures of a company in order to operate successfully and be competitive.

What do your tasks look like in detail?

As an IT supporter in first level support for clients and printers, I work in the area of end user support and am the first point of contact for my colleagues when problems arise. The main components of my job are the acceptance and categorization of IT faults and problems, as well as the documentation and, of course, the rectification of the faults so that the users can continue to work quickly. It is important to document both the error description and the solution at the end in order to be able to fix the same problems faster in the future. The degree of difficulty of the occurring faults is always very different. Often they are standard problem cases that can be solved quickly, sometimes the challenge is a bit higher and then I try to come to a quick solution via independent research and personal knowledge building.

Furthermore I take over the installation, configuration and the support of the IT workstations as well as the support of the operational software systems. This includes software installations and software maintenance, i.e. updates, to keep everything up to date.

However, you are also an important interface to the individual employees?

Correct. In my job, communication skills are just as important as all the technical know-how. As a help desk, I'm the point of contact for my colleagues several times a day and advise them, for example, on how to best use their programs, so that in the end they can achieve the best possible goal as quickly and easily as possible. We are a small team, very committed and professional in our cooperation and overall there is a great working atmosphere.

My job requires a lot of technical understanding and dedication. New topics and concerns from my colleagues always enrich my day-to-day work and make it exciting and varied, but they also constantly present me with new challenges. This starts with small issues such as print settings and extends to programming.

So you're always learning new programs when something doesn't work as you want it to, and you get to know new functions every day, because programs are constantly being expanded and optimized. This requires that you have a vested interest in constantly developing and building up your know-how - after all, IT is constantly setting new standards.

My way to ARTS

Why did you decide to make a career change?

After several stations abroad and diverse professional activities, I wanted to return to my home country and discovered ARTS during my internet research. Since I had already successfully completed my retraining as an IT specialist for system integration, I mainly looked at these job advertisements at ARTS and finally applied as an IT supporter for Dresden Airport. After that, everything happened very quickly and I received a phone call inviting me to an introductory interview at ARTS and then to an interview at the airport.

How would you rate the application process at ARTS and the contact with ARTS colleagues?

The process was smooth and the communication with the ARTS colleagues is still friendly and open. They always help me with open questions and concerns and I am very much looking forward to future joint projects with ARTS.

Why did you decide to work in IT after your various career stations?

I chose IT itself because I find the complexity so fascinating. Information technology helps in many situations in life, facilitates everyday office life, communication with customers and business partners and, above all, it is used in all industries. In addition, I find it great to be able to relieve my colleagues with my job and also to relieve them of tasks or make them easier. I was interested in pursuing a profession that will play an increasingly important role in the future and, above all, is fun.

About the Author
Maria Winter
Online Marketing Manager

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