responsibilities :

Provide first and second-level IT support for multiple customers via mail, chat and calls.
Diagnose, troubleshoot, and resolve hardware, software, and network issues.
Escalate complex issues to higher-level support teams as needed.
Log, track, and manage tickets in the IT Service Management (ITSM) tool.
Ensure SLAs and response times are met for incident resolution and service requests.
Maintain accurate documentation of issues and resolutions.
Act as the first point of contact for end-users via phone, email, or chat.
Provide clear and professional communication to users regarding issue status and resolution.
Educate customers on best practices and self-service solutions where applicable.
Support IT infrastructure, applications, and enterprise systems.
Perform user account management (Active Directory, email, access controls).
Assist in software installations, updates, and security patches.
Identify recurring issues and suggest improvements to reduce incidents.
Contribute to knowledge base articles and troubleshooting guides.
Support IT policies, compliance, and security best practices.

requirements-expected :

6 months - 2 years of experience in a service desk or technical support role.
German on at least B2 level
English on at least B2 level
Strong troubleshooting skills in Windows, macOS, and Linux environments.
Knowledge of networking fundamentals (DNS, DHCP, VPN, TCP/IP).
Experience with Active Directory, Office 365, and remote desktop tools.
Familiarity with ITIL framework and ITSM tools (e.g., ServiceNow, Jira, Remedy).
Excellent verbal and written communication skills.
Strong customer service orientation and problem-solving mindset.
Ability to work independently and manage multiple priorities.

benefits :