IT Support Specialist – 1st & 2nd Level Support

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

📋 Description

• Responsible for providing service-oriented customer support at the IT Service Desk, which includes incident management, service requests, and escalation management.

• Managing first- and second-level support requests through the ticketing system, phone, and remote support within Microsoft and DATEV environments.

• Offering technical assistance for Microsoft 365, Windows, Exchange Online, Microsoft Teams, VPN, user and permissions management, as well as remote workstations.

• Coordinating complex IT incidents and service requests with internal specialist departments and third-level support teams.

• Ensuring compliance with SLA standards in ticket handling, along with IT documentation, knowledge management, and maintaining continuous service quality.

• Engaging in Managed Workplace & Endpoint Management while identifying areas for optimization in IT service processes.

⛳️ Requirements

• Several years of experience in IT support, service desk, or customer service, preferably within a system integrator or managed services environment.

• Proficient in Windows 11, Microsoft 365, Microsoft Office, and user/permissions administration.

• Familiarity with remote support using ticketing systems, such as ServiceNow.

• Basic knowledge of Exchange Online, Microsoft Teams, MFA, as well as networking and VPN topics.

• Experience with DATEV or endpoint management is advantageous.

• Strong service-oriented communication skills and a commitment to sustainable solutions.

• Ability to work independently and in a structured manner, with a keen interest in new technologies and IT service processes.

• Fluent communication skills in German.

🏝️ Benefits

• 30 days of vacation along with the option to work up to 25 days per year from other EU countries.

• Flexibility in work arrangements: you can choose to work in the office or from home after an on-site onboarding period in Nuremberg (approximately 6 weeks).

• Opportunities for certifications, personalized training, and professional development.

• A welcoming culture characterized by a supportive team and genuine camaraderie.

• Access to modern technology and well-defined structures.

• Competitive salary, JobRad (bicycle leasing), a company pension scheme, and support through meinEAP, our complimentary counseling service, which is also available for your family.