1st Level Support Specialist

Job Summary
In this role, you ensure the smooth provision of IT workstations, handle support requests,
troubleshoot issues, and document all processes. You will work with Windows, Linux, and
macOS systems effectively.
Your role in the team
Ensuring the smooth deployment and operation of workstation systems, media
systems, peripherals, printers, and end devices.
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1st Level Support Specialist
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Efficient handling of support requests within the scope of first-level support to ensure quick problem resolution and user satisfaction.
Ticket processing, ticket preparation, and ticket forwarding, as well as adherence to KPIs.
Support in setting up and deploying notebooks as well as other IT hardware according to internal standards.
Ensuring proper physical and virtual infrastructure in the workplace through the setup, maintenance, and organization of hardware.
Creating order and process security in IT work areas through structured work and documentation.
Our expectations of you
Education
Training as an IT Specialist in System Integration (or an equivalent qualification).
Qualifications
Troubleshooting of Windows, Linux, and macOS clients (hardware, software, network).
Knowledge of ITIL fundamentals (Incident Management, Request Fulfilment, Service Desk processes).
User and group management, password reset tools, account unlocks, MFA setup.
PowerShell fundamentals, simple batch scripts for automating repetitive tasks.
Strong customer orientation and empathy in dealing with users.
Strong communication skills (both written and verbal) as well as the ability to explain technical matters clearly.
Confident handling of high ticket volume and challenging conversation situations.
Simultaneous handling of multiple requests while adhering to Service Level Agreements (SLAs).
Basic understanding of IT infrastructure (network components, peripherals, and printers).
Basic knowledge of security aspects (MFA, password policies).
Comprehensive and traceable ticket documentation as well as the creation of quick reference guides/FAQs.
Experience
Proficient in common ticketing and service desk solutions, with experience in creating, editing, and closing tickets.
Benefits
Work-Life-Integration
🏠Home Office