Job
- Level
- Junior
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- 36.000 to 48.000€ gross/year
- Location
- Cologne
- Working Model
- Onsite
Job Summary
In this role, you support users with IT issues, analyze hardware and software problems, handle Active Directory user account administration, and document support requests in the ticketing system.
Job Technologies
Your role in the team
- You assist users with all common questions and issues related to the IT work environment, ensuring quick, sustainable, and customer-oriented problem resolution.
- Receipt, qualification, and prioritization of IT requests and incidents via phone, service portal, chat, as well as in person on site.
- Personal support for users at a central IT service desk.
- Analysis and sustainable resolution of hardware and software issues on desktop computers, peripherals, and mobile devices.
- Support with network access and standard workstation systems as well as with 2nd level support issues.
- Execution of standardized solution and support procedures as well as remote assistance.
- Administration of user accounts in Active Directory, especially user and password management.
- Implementation of permissions for file storage and server resources as well as execution or support for software installations.
- Complete and traceable documentation of disruptions, requests, solutions, and performed work in the ticket system.
- Preparation of solution knowledge as well as creation and maintenance of contributions for the internal knowledge database.
- Collaboration with downstream IT departments on more complex or not immediately solvable issues.
- Participation in the continuous improvement and automation of IT service and support processes.
- Contribution to a high first-time resolution rate through competent diagnosis and structured approach.
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Our expectations of you
Qualifications
- In-depth knowledge of systematic analysis and sustainable resolution of hardware and software issues.
- Good knowledge of the Windows desktop environment and Microsoft 365.
- In-depth knowledge of the ITIL model and the associated IT service processes.
- Ability to professionally evaluate AI-supported solution proposals, assess their plausibility, and responsibly apply them to one's own work.
- Good technical understanding as well as strong analytical skills.
- Independent, structured, and goal-oriented working style.
- Strong customer and service orientation as well as enjoyment in dealing with IT users.
- Good communication and teamwork skills, as well as a confident and professional demeanor.
- Very good spoken and written German skills (at least C1 level).
- Fluent English skills for communication and collaboration with other or international IT support and specialist units.
Experience
- Several years of professional experience in IT end-user support (from 2 years) in 1st and 2nd level support.
- Experience in managing user accounts in Active Directory, particularly user and password management.
- Experience with ticketing and IT service management systems; knowledge of ServiceNow is an advantage.
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What we offer
- A challenging and varied role in professional IT end-user support.
- Direct contact with users and a variety of technical tasks - from personal support and problem analysis to administration and permissions.
- A modern and structured work environment within a collegial and service-oriented team.
- The opportunity to further develop your professional skills in IT service and modern support solutions.
- Fixed working hours from Monday to Friday within a duty roster.
- Weekly working hours: 40 hours.
- On-call duty as needed.
- Type of contract: Permanent employment based on employee leasing.
- Working hours: Full-time.
- Location: Cologne, on-site at the client's premises.
- Working method: Primarily on-site; home office possible in coordination with the client and depending on operational requirements.
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Job Locations
About Your Employer
Wichterich & Partner Gesellschaft für IT-Dienstleistungen mbH
Wichterich & Partner, based in Cologne, is an established IT service provider that has been delivering tailored IT solutions for SMEs since 1993. With a focus on IT support and security, the company offers comprehensive services.
Description
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Internet, IT, Telecommunication
Junior IT On-Site Support
- Salary
- 36.000 to 48.000€ gross/yearEstimated net salary based on the gross salary in the job ad using tax class I.24.653 to 31.266 € net/year · Tax class I
- Location
- Cologne
- Working Model
- Onsite
- Diversity
- Open for all genders
