Job
- Level
- Junior
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Neustadt an der Aisch
- Working Model
- Hybrid, Onsite
Job Summary
In this role you handle network and security inquiries, Citrix and MS Office issues and hardware/software incidents, receive help‑desk reports, create and prioritize tickets, resolve common faults (passwords, VPN) or escalate to 2nd level while using the knowledge base and obeyin
Job Technologies
Your role in the team
- As an IT Support Technician, you will be working in 1st Level Support and serve as the first point of contact for technical questions and issues related to networking and security, Citrix applications, MS Office, and other hardware and software topics.
- At the User Help Desk, you professionally receive disturbance reports, document the issue, create a new ticket, and after a brief analysis, decide whether to fix the error yourself or escalate the ticket to another department or the 2nd Level Support.
- You resolve typical 1st level issues such as a forgotten password, missing VPN connection, or similar hardware and software problems directly, or you explain a comprehensible solution path to the user.
- For less common disruptions, you actively collaborate with our knowledge database and report or coordinate the further course of action if it involves a Major Incident.
- You challenge yourself and your colleagues regarding the achievement of KPIs as well as the adherence to SLAs.
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Our expectations of you
Qualifications
- As an IT Support 1st Level Support Staff, helpfulness is in your nature, you enjoy supporting others, solving problems, and you are absolutely passionate about IT.
- You can adapt flexibly to different problems and conversation partners, remaining calm and confident in every situation.
- You demonstrate your friendly and communicative nature in both German and English; if you also speak Italian, we are highly impressed.
Experience
- Ideally, you have some initial experience in consulting or customer support, for example in a call center.
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Benefits
Health, Fitness & Fun
Work-Life-Integration
More net
Topics that you deal with on the job
Job Locations
This is your employer
HWS Gruppe
Since 2000, the HWS Group has asserted itself through its principle - we are the spearhead of our customers! In an increasingly complex IT world, we are the agile partner for our customers who recognizes trends and risks at an early stage and always keeps the customer's IT landscape up to date.
Description
- Founding year
- 2000
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
IT Support 1st Level
- Location
- Neustadt an der Aisch
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
