IT Support Specialist – 2nd Level

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

📋 Description

• Oversee a range of IT service projects for clients.

• Collaborate closely with clients providing 2nd- and 3rd-level support.

• Develop knowledge articles and FAQs.

• Disseminate knowledge among the team.

• Ensure adherence to quality standards.

• Assist with team and project management tasks.

• Manage calls and tickets through standard ticketing systems.

• Deliver expert user support and guidance.

• Conduct remote troubleshooting for hardware and software issues.

• Assign and install software via remote access.

• Facilitate the setup of PCs and mobile devices.

• Administer user accounts for various applications, including those within the SAP environment.

• Provide and manage resources for knowledge management, along with FAQ and solution articles.

⛳️ Requirements

• Completed vocational training as an IT Specialist, IT Systems Electronics Technician, or a similar qualification, or equivalent professional experience.

• Minimum of 3 years of experience in IT support, familiar with ticketing systems and the creation of knowledge materials.

• Capability to comprehend processes and recognize areas for improvement.

• Ideally, experience in using and administering Microsoft environments, including Windows, Office, and Active Directory.

• Excellent written and spoken German language skills.

• Good written and spoken English language skills.

• Ability to cater to individuals with varying levels of IT knowledge and explain technical topics clearly.

• Quick adaptability to new situations, maintaining composure under pressure, and working in an organized manner.

🏝️ Benefits

• E-scooters available at the location.

• Quiet room provided at the site.

• On-site activities and events organized.

• Digital resources available for remote work.

• Partnerships with benefits platforms.

• Opportunities for home office work.