IT Support Specialist (1st/2nd Level)

Quick Facts

• Role: IT Support Specialist (1st/2nd Level) with deputy responsibility for IT Infrastructure and Support

• Focus: 1st/2nd level service desk, incident resolution, escalation, and operational support

Description

You will be the first point of contact in the IT hotline and ticket system, supporting users quickly and reliably. You will receive and document requests and incidents, resolve straightforward issues independently, and escalate complex cases. You will also support IT operations, represent the unit lead during absences, and help ensure smooth, high-quality IT service.

Responsibilities

• Handle IT hotline and ticket requests as the primary support contact

• Document, analyze, and troubleshoot issues across client, server, and network levels

• Resolve simple problems independently; forward complex cases

• Perform maintenance, configuration, and software/hardware updates

• Provision, install, configure, and manage hardware; analyze and fix component errors

• Support end users with IT systems and business applications; train end users and the 1st-level support

• Collaborate with system administration, departments, and external service providers on IT solutions, projects, and rollouts

• Create and maintain technical documentation, knowledge bases, and work instructions

• Represent the responsible subject-area lead during absences and support day-to-day operations

• Support organization, control, and prioritization of workflows and support/infrastructure topics

• Contribute to technical decisions, process and standards improvement, and projects in IT infrastructure and support

• Support IT security, data protection, and quality standards through concepts and decision foundations

Requirements

• Completed training as a Specialist for System Integration or equivalent qualification with practical experience

• Solid knowledge of Windows client and server environments

• Solid knowledge of Microsoft 365

• Experience in hardware, software, and network error analysis

• Several years of IT support experience (ideally 1st/2nd level)

• Strong customer and service orientation with enjoyment of working directly with users

• Independent, structured, and solution-oriented working approach

• Responsibility, initiative, and reliability

• Organizational skills, ability to prioritize tasks, and targeted coordination

• Confident demeanor and strong communication skills with staff, leadership, and external partners

• Team orientation and willingness to take responsibility in a small-to-mid sized IT team

• Advantage: initial experience coordinating employees, projects, or service providers

• Interest in innovative technologies and further development of modern IT solutions

Benefits

• Pay group up to EG 10 TVöD

• Flexible working hours and the option for mobile work

• Modern, ergonomic workstation and up-to-date IT equipment

• Ongoing training and development opportunities, coaching, and health/sports offers

• Cafeteria subsidy and mobility benefits (job ticket, bike leasing, bike commuting bonus)