1st Level IT Support Specialist

About the Role

We are looking for a motivated and customer-oriented1st Level IT Support Specialist to join our growing international team.

As the first point of contact for end users, you will provide technical support, troubleshoot IT issues, and ensure an outstanding customer experience. You will manage incidents and service requests while collaborating closely with our 2nd and 3rd Level Support teams to resolve more complex technical challenges.

This role is ideal for someone who enjoys helping people, solving technical problems, and working in a dynamic international environment.

Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing system
• Log, categorize, prioritize, and resolve incidents and service requests
• Provide remote support for end users across multiple customer environments
• Troubleshoot Microsoft Windows 10/11 operating systems
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive, and SharePoint
• Manage user accounts, password resets, and access permissions through Active Directory and Microsoft Entra ID
• Support VPN connections, remote access, printers, and peripheral devices
• Install, configure, and troubleshoot hardware and software
• Escalate unresolved incidents to 2nd or 3rd Level Support according to defined procedures
• Maintain accurate documentation within the ticketing system
• Ensure compliance with agreed Service Level Agreements (SLAs)
• Follow ITIL-based incident and request management processes
• Contribute to internal knowledge base documentation
• Deliver professional and customer-focused support at all times

Required Qualifications

• Completed vocational training in Information Technology or equivalent practical experience
• Minimum 1 year of experience in an IT Service Desk or Helpdesk environment
• Solid knowledge of:
• Microsoft Windows 10/11
• Microsoft 365
• Active Directory
• Microsoft Entra ID (Azure AD)
• TCP/IP networking fundamentals
• DNS
• DHCP
• VPN technologies
• Experience using IT Service Management (ITSM) or ticketing systems
• Strong analytical and troubleshooting skills
• Excellent communication and interpersonal skills
• Customer-oriented mindset
• Ability to prioritize workload and work independently

Preferred Qualifications

• ITIL Foundation certification
• Experience with Microsoft Intune
• Experience with Microsoft Endpoint Manager
• Basic PowerShell knowledge
• Experience supporting enterprise environments
• Experience working in Managed Services (MSP)
• Experience supporting international customers

Technical Skills

Operating Systems

• Microsoft Windows 10
• Microsoft Windows 11

Microsoft Technologies

• Microsoft 365
• Outlook
• Teams
• OneDrive
• SharePoint
• Active Directory
• Microsoft Entra ID
• Microsoft Intune

Networking

• TCP/IP
• DNS
• DHCP
• VPN
• Remote Desktop

ITSM Tools

• ServiceNow
• Jira Service Management
• Zendesk
• Freshservice
• HaloITSM
• ManageEngine ServiceDesk Plus

Languages

• German: Native or C2 level
• English: B2 level or higher

Personal Competencies

We are looking for someone who is:

• Customer-focused
• Professional and reliable
• Solution-oriented
• Well organized
• Team-oriented
• Proactive
• Eager to learn
• Able to work independently in a remote environment
• Calm under pressure
• Committed to delivering high-quality service