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

Job Summary

This role involves providing essential 1st and 2nd level IT support, acting as the primary point of contact for users experiencing technical issues. Day-to-day responsibilities include receiving inquiries and incident reports via phone, email, and in person, analyzing and classifying incoming IT disturbances, and escalating complex issues to system administrators when necessary. A critical part of the job is documenting all activities within a ticket system and ensuring timely resolution. Furthermore, the specialist will be responsible for installing and configuring new hardware and software directly for end-users. The ideal candidate must possess a completed IT qualification, strong knowledge of standard operating systems (Windows 7/8/10, MAC OS X) and MS Office/Microsoft 365, and proven experience with ticket handling systems. Excellent service orientation, communication skills, and teamwork are required to succeed in this customer-facing role.