Job
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.
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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.
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).
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.
Benefits
Job locations
About your employer
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.
- Established Company
- Onsite, Hybrid
- Trade
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