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

Job Summary

This role is for an IT Support Specialist responsible for providing first-level technical assistance to employees within a large insurance group. You will be the initial point of contact for all IT-related issues, independently receiving, categorizing, and prioritizing incidents and service requests. A key part of the role involves troubleshooting and resolving technical problems directly, or escalating them to second or third-level support when necessary. You will be crucial in ensuring the smooth operation of systems and hardware, maintaining transparent communication with users about resolution progress, and meticulously documenting all activities in the Matrix 42 ticketing system. The ideal candidate is service-oriented, empathetic, and committed to achieving a high resolution rate and hotline availability.