1st/2nd Level IT Support Specialist | 1st/2nd Level Support Mitarbeiter (m/w/d)

Job Summary

This role involves serving as the primary point of contact for all IT-related inquiries and disruptions, handling requests received via phone, email, and in-person. The specialist is responsible for the initial analysis and classification of incoming IT issues, ensuring thorough documentation within the ticketing system, and tracking progress until resolution. Where necessary, complex issues will be escalated to system administrators. A significant part of the daily duties includes the hands-on installation and configuration of new hardware and software for end-users on-site, alongside providing comprehensive assistance for all general user IT questions. Candidates must possess completed IT vocational training (such as an IT Specialist for System Integration), strong knowledge of standard operating systems (Windows 10/11, MAC OS X), proficiency with MS Office/Microsoft 365, and proven experience utilizing ticketing systems. Success in this position requires excellent service orientation, strong communication skills, and a collaborative team spirit.