IT Service Agent

This is a fully remote position, open to applicants in Germany.

📋 Description

• You are the primary contact for IT issues, service requests, and user inquiries via phone, email, or ticketing system.

• You independently analyze and resolve technical problems at the 1st level and provide support for more complex issues at the 2nd/3rd level.

• Additionally, you install, configure, and maintain hardware and software during rollouts or updates.

• You document recurring issues in the knowledge base and actively contribute to enhancing our support processes.

• You take on monitoring tasks to ensure system availability and work closely with both internal and external partners.

• Moreover, you prioritize requests based on business impact and SLA, and coordinate escalations with the IT Service Manager if necessary.

• You participate in IT projects and support training and awareness initiatives for our users.

⛳️ Requirements

• You have initial to substantial professional experience in 1st and 2nd level support (at least 2 years).

• You possess strong knowledge of Windows and MacOS systems as well as networking (TCP/IP, DNS, DHCP).

• Furthermore, you are proficient in using ITSM tools such as Jira or ServiceNow and remote desktop solutions.

• You have a basic understanding of ITIL processes, PowerShell, and modern interface technologies (REST, Graph APIs).

• You communicate confidently in German (at least C1 level) and English.

🏝️ Benefits

• Work in a way that suits you and your team – we offer the perfect mix of remote work and team presence for an optimal working atmosphere!

• We are continually growing and invite you to join us on a unique journey! Together, we will shape your individual career path.

• Shape your workday flexibly – because when you are balanced, you can thrive and succeed with us.

• We boost your personal development – we recognize your expertise and potential and will help you grow strategically.

• Get actively involved and help shape the future – we rely on you, your commitment, and turn ideas into reality!

• Create your working environment with us – we support you in feeling completely comfortable in your daily work.