First-Level IT Support Specialist | 1st-Level Support (m/w/d)

Job Summary

This role involves serving as the primary point of contact for internal and external customers regarding technical issues. Day-to-day responsibilities include the rapid and efficient resolution of IT disruptions, ensuring high service quality and customer satisfaction. The specialist will handle Incidents and Service Requests related to hardware, software, and applications according to defined Service Level Agreements. Key tasks involve recording, analyzing, and resolving disruptions using standardized processes and diagnostic tools, escalating complex issues to specialized support units, and meticulously documenting all processes within the ticketing system. Candidates must possess a completed IT qualification, practical experience in an IT Support or Service Desk environment, strong knowledge of Windows OS and Microsoft 365, and foundational knowledge in network and server administration (Active Directory, DNS, DHCP). Excellent communication skills in both German and English are essential for clarifying technical matters with users.