German-Speaking Level 1 IT Support Engineer

Quick Facts

• Role: German-Speaking Level 1 IT Support Engineer (100% remote)

• Environment: ITIL-aligned managed services

• Shift work: 6:00 AM–2:00 PM, 2:00 PM–10:00 PM, 10:00 PM–6:00 AM

Description

You will be the first point of contact for customers seeking IT support. You’ll handle incidents and service requests, perform first-line troubleshooting, log and classify tickets, and escalate complex issues to second-line support. You will also maintain tutorials and a support knowledge base to enable efficient resolution.

Responsibilities

• Act as first point of contact for hardware and software queries as part of first-level support

• Handle customer calls, tickets, and emails

• Log, document, classify, and prioritize incidents and service requests

• Provide first-line troubleshooting and resolve standard issues

• Escalate complex or out-of-scope issues to second-line support or external vendors

• Keep users informed about ticket progress and next steps

• Create and regularly update tutorials, internal documentation, and knowledge base articles

• Coordinate with second-line teams and other technical specialists for timely resolution

• Support service quality, ticket hygiene, and continuous improvement of support processes

Requirements

• German skills at B2 or higher

• English skills at B2 or higher

• Basic IT knowledge of Outlook, Word, Excel, and Microsoft 365; experience with end-user workplace support

• Knowledge of Windows 10 or newer and Microsoft Office 365

• General understanding of computer hardware and common end-user issues

• Good communication and customer service skills

• Basic understanding of ticket handling, prioritization, and support processes

• Comfort working in a three-shift system

• First professional experience in IT or customer support is desirable

Benefits

• B2B or employment contract

• Work with latest technologies

• Industry-leading healthcare and comprehensive medical coverage (Luxmed)

• Opportunities to enhance qualifications (MS certifications, Udemy courses, etc.)

• Customizable 1-on-1 English or German lessons

• Modern computer equipment

• Networking and team-building events

• Employee referral programme

• Flexible working schedule