Job
In this role, you will handle incoming support requests, document issues in the ticketing system, and independently resolve users' technical problems in the hardware and software environment or escalate complex issues.
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Job technologies
Your role in the team
- Acceptance and processing of incoming support requests from users via various channels (phone, email, ticket system, chat, web tickets).
- Recording, classifying, and documenting incidents and service requests in the ticketing system according to defined processes and Service Level Agreements (SLAs).
- Analysis and initial resolution of IT issues in hardware and software environments using knowledge bases, SOPs, and internal support tools.
- Performing administrative tasks such as password resets and user management in systems like Active Directory, Exchange, or SAP.
- Monitoring and tracking of open tickets as well as prioritization and structured processing in accordance with internal guidelines.
- Support users with technical inquiries and issues in daily IT operations.
- Escalation of more complex issues to higher support levels with complete documentation.
- Ensuring high service quality through solution-oriented communication and customer-focused support.
Our expectations of you
Education
- A completed vocational training in the IT sector.
Qualifications
- Good knowledge in hardware and software.
- Good knowledge of the most common operating systems.
- Very good spoken and written German skills.
Experience
- Initial professional experience in 1st or 2nd level support.
- Experience with ticketing systems.
What we offer
- Assignments in renowned companies across Germany.
- A above-tariff and fixed monthly salary.
- Individual development opportunities.
- Personalized employee support by our HR team.
- They gain valuable professional experience in complex project environments.
- Opportunities for permanent placement with the client.
- Very good opportunities also for career changers and entry-level applicants.
Job locations
About your employer
Our company group focuses on IT / engineering personnel services, IT service / IT operation, managed services / outsourcing, software development, MS Office support and development, as well as on 3D printing and 3D scanning.
- 1998
- Digital Agency
- Onsite, Hybrid
- Internet, IT, Telecommunication
Employer reviews
- Working conditions
- 3.3
- Engineering
- 3.0
- Career growth
- 3.8
- Team culture
- 3.8
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