First-Level IT Support Specialist

Quick Facts

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

• Focus: First-line IT support, incident handling, device and workplace support

Description

You will be the first point of contact for IT requests and incidents, capturing tickets, clarifying missing information, and prioritizing issues by impact and urgency. The role includes supporting Windows and Microsoft 365 apps (Outlook, Teams, Office), maintaining and setting up end-user devices, performing initial error analysis for login/VPN/network/access problems, and handling standard user and permission tasks. Complex cases are escalated to second level with documented checks and results.

Responsibilities

• Receive and log IT requests/incidents as tickets; gather required details

• Prioritize incidents based on impact and urgency; handle the oldest among equal priority first

• Support Windows and Microsoft 365 applications (Outlook, Teams, Office)

• Maintain notebooks, monitors, printers, phones, and mobile devices

• Set up workplaces, replace hardware, and perform standardized software installations

• Perform first-level troubleshooting for login, VPN, network, and access issues

• Execute standard user-account and permission tasks after approval

• Hand over more complex cases to Second Level with documented investigation steps and outcomes

• Maintain solution guides and inform employees about processing status

Requirements

• IT training or equivalent practical experience

• Strong knowledge of Windows and Microsoft 365

• Solid knowledge of workplace/end-user hardware

• Basic knowledge of networks, user accounts, and permissions

• Service-oriented, clear, and understandable communication

• Structured working approach and careful documentation

• Helpful: experience with ticketing systems

• Helpful: experience with ACMP

• Helpful: experience with setting up end-user devices

Benefits

• Secure employment and flexible working hours

• Opportunity for mobile work

• Modern, well-equipped workplace (including height-adjustable desks and free drinks)

• 30 days annual vacation

• Days off on Christmas Eve and New Year’s Eve

• Free afternoon on your birthday

• Performance-based compensation

• Company health insurance and additional allowances/savings plans

• Corporate fitness, Jobrad leasing

• Support for external child care

• Personal support during onboarding

• Broad training and development opportunities

• Regular team events