IT Service Agent

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

📋 Description

• You will serve as the initial point of contact for IT incidents, service requests, and user inquiries through phone, email, or our ticketing system.

• You will independently assess and resolve technical issues at the first level while assisting with more complex problems at the second and third levels.

• Your responsibilities also include the installation, configuration, and maintenance of hardware and software during rollouts or updates.

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

• You will conduct monitoring tasks to ensure system availability and collaborate closely with both internal and external partners.

• Furthermore, you will prioritize requests based on business impact and service level agreements, escalating matters to the IT Service Manager when necessary.

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

⛳️ Requirements

• You possess initial to solid professional experience in first and second level support, with a minimum of two years.

• You have a strong understanding of Windows and macOS systems as well as network protocols (TCP/IP, DNS, DHCP).

• You are familiar with ITSM tools such as Jira or ServiceNow, along with remote desktop solutions.

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

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

🏝️ Benefits

• Work in a way that suits you and your team — we provide an ideal blend of remote and on-site presence for a conducive work environment!

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

• Structure your workday with flexibility — when you achieve balance, you can thrive and succeed with us.

• We promote your personal development — we acknowledge your expertise and potential and focus on deliberate growth.

• Actively contribute and help shape our processes — we value your commitment and transform ideas into reality!

• Help create your working environment — we support you in feeling completely comfortable in your daily work life.