Job
In this role, you will take on 2nd and 3rd level support, analyze and resolve incidents in the ticket system, and develop IT infrastructures focusing on technologies such as Microsoft 365 and network security.
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Job technologies
Your role in the team
- Taking over 2nd- and 3rd-level support for customer environments.
- Analysis, prioritization, and handling of incidents and service requests in the ticketing system.
- Systematic error analysis, sustainable incident resolution, and thorough documentation (remotely, by phone, and on-site).
- Administration, operation, and further development of IT infrastructures, with a focus on selected areas such as workplace, servers, networks, firewalls, security, backup and recovery, or cloud.
- Contribute to the further development of standards, best practices, and service quality guidelines.
- Consistently following internal processes and SLAs based on ITIL.
- Creation and maintenance of operational documentation and technical concepts.
- Contributing to and managing smaller projects.
- Active collaboration within the team, knowledge sharing, and support for junior engineers.
- Proactive communication with customers and internal escalation management.
Our expectations of you
Qualifications
- In-depth expertise (3rd-level support) in at least 2–3 technologies, ideally in the following areas: Microsoft Windows Client & Server, Active Directory, Entra ID, Microsoft 365 (including Exchange Online, SharePoint Online, Teams, Intune), network, firewall, and security solutions (e.g., Sophos or SecurePoint), virtualization (e.g., VMware, Hyper-V, or Proxmox), as well as backup and recovery concepts.
- Excellent skills in systematic troubleshooting and sustainable problem-solving.
- Confident use of ticketing systems, prioritization, and working in accordance with ITIL.
- Basic knowledge of scripting and automation (e.g., PowerShell).
- Understanding of service-level agreements (SLAs) and professional IT operations.
- Structured, independent, and highly reliable approach to work.
- Strong results orientation and a sense of responsibility for your own areas of responsibility.
- Strong customer and service orientation, with professional communication skills.
- Ability to analyze technical problems methodically and in a clear, traceable manner.
- Diligence and reliability, particularly when it comes to documentation and commitments.
- Teamwork skills and a willingness to share knowledge and support junior team members.
- Resilience and composure, even under heavy workloads or during escalations.
- Proactive communication with the team and supervisors.
- Openness to feedback and continuous professional development.
- Discretion and responsible handling of confidential information.
- Good verbal and written communication skills.
- German at least at C1 level.
- English at least at B2 level.
Experience
- Several years of experience in IT infrastructure operations and support (2nd/3rd level).
- Practical experience administering complex customer environments.
- Experience in creating and maintaining operational documentation and technical concepts.
- Experience contributing to or managing smaller IT projects.
What we offer
- Independent work with clearly defined responsibilities and ownership of subject areas or systems.
- A professional work environment with defined processes, clear expectations, and a strong commitment to quality.
- A transparent career path with professional and personal development, as well as a targeted approach to building knowledge.
- Three-tier variable bonus system with objective metrics: Individual performance – 100% within your control, team performance, company success.
- An open culture around mistakes, mutual support, and appreciation—alongside clear expectations and accountability.
- Clear communication, short decision-making processes, and an environment where performance is visible and recognized.
- 30 days of vacation.
- Modern workplace and state-of-the-art work equipment.
- Long-term collaboration at a stable company.
Topics you will work on
Job locations
About your employer
LeistIT is a renowned IT service provider based in Frankfurt am Main, specializing in supporting small and medium-sized enterprises. The company offers modular IT solutions, including system maintenance, data security, and ongoing support, to enhance its clients' IT infrastructure.
- Established Company
- Onsite
- Internet, IT, Telecommunication
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