IT Support Specialist (First- and Second-Level)

Quick Facts

• Role: IT Support Specialist (First- and Second-Level)

• Workplace: 100% on-site in Cologne

• Environment: Security-critical and regulated IT environment

• Engagement: Long-term

Description

You will provide technical support for end users in a security-critical, regulated environment by handling incidents and service requests at first and second level. You will troubleshoot hardware and software issues, install and configure client devices, and set up and support Windows workstations. You will manage users and access, install approved software updates, document solutions in the ticketing system, and escalate complex incidents to third level.

Responsibilities

• Process incidents and service requests in 1st and 2nd level support

• Analyze and resolve hardware and software problems on end devices

• Install, configure, and replace client computers, notebooks, and peripheral equipment

• Set up and support Windows workstations

• Support users with technical issues

• Perform user, permission, and password management

• Install and update released/approved software

• Document solutions in the ticketing system

• Escalate complex incidents to third-level support

• Provide on-site support and participate in a structured on-call schedule

Requirements

• Completed IT training or comparable qualification

• Experience in first- and second-level end-client support

• Strong knowledge of Microsoft Windows and Microsoft Office

• Experience supporting desktop PCs, notebooks, and peripheral devices

• Knowledge of user and permission management (ideally Active Directory)

• Experience with ticketing systems and structured support processes

• Basic networking knowledge to isolate and escalate incidents

• Very good German skills and good English skills

• Ability to work 100% on-site in Cologne and support on-call coverage (and early/late shifts)

Benefits

• Work in a security-critical, regulated IT environment

• Long-term role with defined escalation paths to third level