1st Level IT Support Specialist

About the role

We are seeking a driven, service-minded 1st Level IT Support Specialist to become part of a fast-growing international team. In this position, you will be the initial contact for end users, helping them with technical issues, handling incidents and service requests, and making sure they receive a smooth and professional support experience. You will also work closely with 2nd and 3rd level support teams to help resolve more complex cases.

This opportunity suits someone who enjoys assisting people, diagnosing technical problems, and thriving in a dynamic global environment.

Responsibilities

• Act as the first line of contact for IT support inquiries received by phone, email, chat, or through the ticketing platform
• Record, classify, assign priority to, and work through incidents and service requests
• Deliver remote support to end users across several customer environments
• Investigate and resolve issues on Microsoft Windows 10 and Windows 11 systems
• Support Microsoft 365 tools such as Outlook, Teams, Word, Excel, OneDrive, and SharePoint
• Administer user accounts, password changes, and access rights in Active Directory and Microsoft Entra ID
• Assist with VPN connectivity, remote access, printers, and other peripheral equipment
• Set up, configure, and troubleshoot both hardware and software
• Escalate cases that cannot be resolved to 2nd or 3rd level support following the correct process
• Keep ticket records complete and up to date in the service management system
• Work in line with agreed service level targets and deadlines
• Follow ITIL-based practices for incident and request handling
• Help maintain and improve internal knowledge base content
• Provide courteous, professional, and customer-centered support at all times

Requirements

• Completed vocational training in information technology, or comparable hands-on experience
• At least 1 year of experience in an IT service desk or helpdesk role
• Strong working knowledge of Microsoft Windows 10/11
• Good command of Microsoft 365
• Experience with Active Directory
• Familiarity with Microsoft Entra ID (Azure AD)
• Understanding of TCP/IP networking basics, including DNS, DHCP, and VPNs
• Experience with ITSM or ticketing tools
• Strong diagnostic and problem-solving ability
• Excellent communication and people skills
• Customer-first attitude
• Ability to manage priorities and work independently
• ITIL Foundation certification is an advantage
• Experience with Microsoft Intune is an advantage
• Experience with Microsoft Endpoint Manager is an advantage
• Basic PowerShell knowledge is an advantage
• Background supporting enterprise environments is an advantage
• Experience in managed services is an advantage
• Experience working with international customers is an advantage
• German at native level or C2 level
• English at B2 level or above

Additional information

• The role involves supporting users remotely across multiple client environments.
• Applicants should be comfortable working in an international setting and handling day-to-day support tasks independently.
• The job emphasizes service quality, structured incident handling, and collaboration with higher support tiers.

Technical skills

• Windows 10
• Windows 11
• Microsoft 365
• Outlook
• Teams
• OneDrive
• SharePoint
• Active Directory
• Microsoft Entra ID
• Microsoft Intune
• TCP/IP
• DNS
• DHCP
• VPN
• Remote Desktop
• ServiceNow or similar ITSM platforms
• Jira Service Management or similar ticketing systems
• Zendesk or similar support tools
• Freshservice or similar support tools
• HaloITSM or similar support tools
• ManageEngine ServiceDesk Plus or similar support tools

Personal competencies

• Customer-focused mindset
• Reliable and professional approach
• Strong solution orientation
• Well-organized work style
• Team collaboration skills
• Proactive attitude
• Willingness to learn
• Ability to perform independently in a remote setup
• Composure under pressure
• Commitment to high service standards