Freelancer 1st Level IT Support (m/w/d)

Role Overview

For assignment-based projects, we are looking for independent support in 1st level IT support. The engagement is arranged according to project needs, and inbound call coverage is scheduled by mutual agreement. In this role, you will be the first point of contact for users with IT-related issues and ensure that incoming requests are handled quickly, politely, and with a solution-focused approach. Nearshoring within the EU is explicitly welcome, provided there is reliable availability and very strong German language skills.

Responsibilities

• Handle incoming inbound calls as the first support contact for IT issues.
• Log, categorize, and prioritize incidents and service requests in the ticket system.
• Perform initial troubleshooting and resolve standard issues such as password resets, access permissions, and basic hardware or software questions.
• Escalate more complex cases to 2nd or 3rd level support and document them clearly.
• Communicate with callers in a courteous, clear, and service-oriented manner.
• Take on shifts or time slots flexibly, based on prior coordination.

Requirements

• Experience in IT and/or support, ideally in 1st level IT support.
• Excellent spoken and written German is mandatory.
• Basic technical understanding.
• A friendly, patient, and solution-oriented phone manner.
• Independent working style and reliability for project-based assignments.
• Residence anywhere within the EU is possible.
• Own business registration or freelance self-employment.

Perks

• Work with a supportive, family-like team environment.
• High flexibility with the option to work from any location.
• Opportunities for personal and professional development.

Application Note

Please submit your application together with your hourly rate expectation.