IT Application Support Administrator I

Overview

Hungerstation is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

IT Application Support Administrator I

Company: HungerStation

Division: Technology

Department: IT Operations

Grade: IC1

Reports to: IT Operations Manager

Job Overview

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

Key Responsibilities

The IT Application Support Administrator I acts as a first point of contact for IT application administration, support, and operational requests. The role is responsible for supporting the installation, configuration, maintenance, monitoring, and reliable operation of IT applications and computer systems across the organization.

The role manages day-to-day application support activities, responds to operational requests, troubleshoots technical issues, and provides assistance to different user groups. This includes handling incoming calls, emails, messages, and helpdesk requests in accordance with agreed Service Level Agreements (SLAs), work instructions, and established IT processes.

The position is responsible for investigating, troubleshooting, and resolving incidents with the aim of restoring services as quickly as possible, preferably at the First Point of Contact (FPOC). This includes monitoring, tracking, updating, and appropriately escalating active tickets when issues cannot be resolved within the required support level or timeframe.

The IT Application Support Administrator I provides support for desktop applications, workstations, and internal IT systems, ensuring that issues are addressed efficiently and with minimal disruption to employees. The role also takes proactive measures to identify recurring problems, investigate their root causes, and contribute to preventing similar incidents from occurring in the future.

The role researches and identifies appropriate solutions to application and software-related issues and communicates effectively with end users to understand the nature of technical problems. This may involve asking targeted questions to identify the root cause, guiding users through troubleshooting steps by phone, email, chat, or in person, and assisting HungerStation employees with setting up IT applications and resolving technical issues.

Where an issue cannot be resolved directly, the IT Application Support Administrator I is responsible for escalating it to the appropriate internal teams, such as software development, infrastructure, or other specialized IT teams. The role requires the ability to prioritize and manage multiple open incidents and requests simultaneously while maintaining appropriate communication and follow-up with affected users.

The position is also responsible for installing, configuring, monitoring, and maintaining IT applications and computer systems across the organization. This includes supporting the rollout and implementation of new systems and internal applications, as well as assisting with patches and anti-virus deployment and management.

All IT requests, incidents, and relevant support activities must be accurately recorded and maintained within the designated ticketing system. The role is also responsible for creating and maintaining application documentation, process workflows, technical notes, and user or support manuals, ensuring documentation is updated whenever systems, processes, or configurations change.

The IT Application Support Administrator I contributes technical documentation and relevant specifications to support the planning, implementation, enhancement, or upgrade of IT applications and systems. The role works closely with other IT team members to ensure that technical knowledge is properly documented and accessible to support effective service delivery.

Governance and Resilience

The IT Application Support Administrator I is expected to 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.

The role contributes 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 operationa