Job
- Level
- Senior
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Otterfing
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will be responsible for user support in 1st Level, analyzing system and application issues, performing fault diagnoses, and coordinating handovers to 2nd Level support.
Job Technologies
Your role in the team
- User Support 1st Level - Receiving incidents via ticketing, phone, and chat; initial diagnosis, resolution, or escalation.
- Error analysis - In-depth analysis of system, client, and application issues; reproducing, troubleshooting, or coordinated handover to 2nd level.
- Remote and on-site support - remote troubleshooting, on-site interventions for complex issues or hardware replacement.
- User onboarding and device management - setup of workstations, Mobile Device Management (MDM), software rollouts, and account provisioning.
- Documentation and Knowledge Base - Creating and maintaining troubleshooting guides, FAQs, and runbooks to reduce recurring tickets.
- Incident and Problem Management - Classification, Prioritization, SLA Compliance, and Participation in Root Cause Analyses.
- Collaboration - Close coordination with system administration, network, security, and external service providers; participation in shift and on-call schedules.
- Willingness to be available on-site.
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Our expectations of you
Education
- Completed training as an IT specialist in system integration and/or solid knowledge in Windows and client administration, Office 365/M365, Active Directory/Entra ID, and remote tools.
Qualifications
- Basic scripting skills (e.g., PowerShell, Bash, Power Automate) for automating repetitive tasks.
- Strong communication skills: You explain technical matters clearly, communicate confidently in German, and act in a service-oriented manner towards internal stakeholders.
- Team player with a hands-on mentality and a structured, independent work approach; resilience during peak times.
Experience
- At least 5 years of professional experience in IT support or comparable roles (1st/2nd level/system administrator).
- Experience with ticketing and ITSM systems (e.g., ServiceNow, Freshservice, Jira Service Management).
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What we offer
- With our Flexi principle, you can make your daily work routine even more flexible through our hybrid work model.
- You can incorporate more sports into your life with us through yoga, cycling, or climbing meetups.
- Feel free to take advantage of our Jobrad leasing program.
- All Bergzeit employees benefit from discounts in the Bergzeit Shop.
- We offer you a modern working environment in an agile organization.
- We offer you freshly cooked meals every day in our certified organic canteen.
- During your onboarding, you will be accompanied by a buddy, and we also offer individual training programs.
- In addition to the regular annual leave of 30 days, you can take up to four weeks of unpaid leave for a longer break.
- And this every two years.
- With us, you can work at the most beautiful locations within the EU for up to four weeks a year.
- We think ahead and offer you company pension schemes.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Job Locations
This is your employer
Bergzeit Gmbh
Outfitting, inspiring, experiencing - that's what Bergzeit is all about! With our shop, magazine and experience, we have set the goal of bringing more Bergzeit into your life - and making your perfect mountain experience possible.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Trade
IT Support Coordinator
- Location
- Otterfing
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
