IT Service Desk Technician (1st/2nd Level Support)

Quick Facts

• Role: IT Service Desk Technician (1st/2nd Level Support)

• Focus: Central POS IT support, Jira ticket handling, remote support, and Microsoft system administration

Description

You will be the central point of contact for IT questions and support requests via phone, email, and Jira tickets. The role includes receiving, classifying, prioritizing, and resolving incidents, providing 1st- and 2nd-level support for the central POS system, and escalating to specialized teams when needed. You’ll also support store locations with remote troubleshooting, maintenance, and IT coverage for new openings.

Responsibilities

• Receive, classify, and prioritize tickets; handle IT incidents in a structured and goal-oriented manner

• Provide 1st- and 2nd-level support for the central POS system and escalate when required

• Support stores with IT topics, including remote support, maintenance, and new opening IT support

• Administer systems such as Windows, Active Directory, Azure, Microsoft 365, Exchange, and SQL Server

• Proactively monitor systems and ensure daily data and system backups

• Coordinate external vendors and ensure compliance with agreed SLAs

• Keep IT documentation, knowledge-base articles, and asset-management data accurate and up to date

• Support IT projects and participate in their implementation

• Ensure day-to-day compliance with IT policies and security standards

• Manage warranty/service documentation and coordinate repairs and replacements

• Participate in on-call rotations outside regular working hours, including weekends and public holidays

Requirements

• Completed IT-related education and initial professional experience in IT support

• Strong Windows environment knowledge (certification is a plus)

• Preferably ITIL certified, or willing to obtain it

• Goal- and results-oriented work style with strong analysis and problem-solving skills

• Confident communication, friendly service mindset, and enjoyment of teamwork

• Excellent German and good English skills

• Strong technical understanding to resolve IT support issues

• Structured handling of incidents, tickets, and escalations—staying organized even in complex situations

Benefits

• Unbefristeter contract (permanent employment) with fixed salary and an additional bonus

• 27 vacation days

• Flexible working hours and home office depending on assignment

• Coverage of public transport ticket (ÖPNV)

• Free bikes at the office; option for bike leasing

• Discounted participation in EGYM Wellpass

• Corporate Benefits

• Company pension plan support (bAV) via Allianz

• Annual choice of three extra vacation days, a 1.5% training budget, or an additional 1.5% bonus

• Childcare allowance support

• Freedom for your own ideas and solutions