Role Description

To strengthen our Service Management team, we are looking for dedicated IT Service & Support Specialists (m/f/d) who will inspire our customers with strong communication skills, service orientation and technical know-how and actively shape IT support.

• Ticket processing & problem resolution:
  • Receiving fault reports and service requests via various channels (telephone, email, chat, portal).
  • Documentation in the ITSM system as well as classification and prioritization of tickets.
  • Independent solution to common standard problems (e.g. password reset, printer, VPN).
  • Qualified forwarding of more complex cases to the appropriate support department.
• Communication & Service Orientation:
  • The first point of contact for all IT users.
  • Friendly, clear and solution-oriented communication to ensure high customer satisfaction.
  • Proactively informing users about the status of their requests.
  • Clear and understandable help and support with IT questions.
  • Transparent communication in the event of major incidents or planned maintenance.
• Ensuring service quality:
  • Fast, reliable processing of all inquiries and issues according to defined quality standards.
  • Compliance with Service Level Agreements (SLAs).
  • Thorough documentation of all measures.
  • Active participation in the continuous improvement of support processes.

Qualifications

• Good knowledge of Windows, O365, Entra, Intune, networks and standard software.
• Experience with ITSM tools (e.g., Jira).
• Knowledge of ITIL Foundation and Azure would be an advantage.
• A structured approach to problems and pragmatic problem-solving.
• High resilience even with high demand.
• Meticulous work methods and high standards for the quality of work.
• Clear, friendly and service-oriented communication, both in writing and on the phone.
• A reliable contact person until the issue is resolved.
• Proactive clarification of open questions.

Benefits

• Genuine team spirit instead of cutthroat competition – we live collaboration on equal terms, honestly and supportively.
• Team events that bring people together – from summer parties to Christmas celebrations, from team events to online gaming.
• Flexible working hours that fit your life – you design your workday according to your own rhythm.
• Open communication & flat hierarchies – short decision-making processes, honest feedback and genuine opportunities for participation.
• Membership in the fitness network – stay active and improve your health.
• BusinessBike – sustainable mobility on two wheels, whether e-bike or classic bicycle.
• Healthy, fresh food right on site – our canteen provides you with balanced cuisine, freshly cooked.
• After-work drinks in our own bar – whether for an after-work beer, team meeting or networking away from the desk.
• Free drinks – water, soft drinks, tea, really good coffee and more are always available.
• Exciting international clients & projects – you take on responsibility in projects with international clients.
• International working environment with opportunities – work with people from different cultures and continuously develop yourself.
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