First-Level IT Support Specialist

Quick Facts

First-Level IT Support Specialist (m/w/d)

Role Description

You are the first point of contact for customers with questions, IT issues, and support requests via phone, email, or the ticketing system. You analyze and classify incoming requests by priority and urgency, resolve them independently when possible, and document all steps while staying in contact until the issue is fully resolved.

Responsibilities

• Act as the initial contact for IT questions, outages, and support needs
• Analyze and prioritize/triage incoming requests by urgency
• Resolve issues independently when possible and document actions
• Coordinate with customers until everything is working smoothly again
• Perform installations, configurations, and updates with strong attention to detail
• Work closely with Second Level Support and other teams for complex cases

Requirements

• Completed IT training (e.g., IT specialist or comparable qualification)
• Experience in First Level Support and confident customer communication
• Ideally familiar with ticket and CRM systems
• Strong communication skills
• Team spirit and genuine interest in customer service
• Very good German skills (written and spoken); good English is a plus

Benefits

• 30 days of vacation
• Flexible working hours
• Home office as standard practice
• Regular training and professional development
• Daycare (Kita) subsidy
• Company pension plan
• Company health insurance
• Air-conditioned workspaces
• Positive team atmosphere with flat hierarchies