IT Support Specialist, First-Level

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

📋 Description

• Hotline service: Receiving and initially addressing support requests via phone or remote methods.

• Support inbox: Overseeing and efficiently managing incoming emails.

• Creating support tickets: Accurately recording and documenting issues in our ticketing system.

• Ticket dispatching: Prioritizing and routing tickets to the appropriate support level.

• Ticket system monitoring: Keeping track of ticket statuses to ensure timely resolutions.

• On-call planning: Aiding in the organization of on-call schedules.

• Scheduling maintenance appointments: Coordinating with customers and internal teams.

• Monitoring and security: Overseeing our Sophos Central solutions and conducting regular backup checks.

⛳️ Requirements

• Completed vocational training in IT or relevant professional experience.

• Basic understanding of IT services and a passion for customer-facing roles.

• Experience with ticketing systems is advantageous.

• Excellent communication and organizational abilities.

• Independent, detail-oriented, and dependable work ethic.

• Team-oriented individual with a readiness to learn and explore new subjects.

🏝️ Benefits

• Flexible working hours: Home office arrangements available.

• Secure position: We operate within a growing, forward-looking market and provide long-term opportunities.

• Individual development opportunities: Professional training and personal growth paths.

• Friendly team: Expect an open and collegial working environment where mutual support is encouraged.

• Empathetic leadership: We prioritize people — fostering mutual trust over rigid hierarchies.