IT Support Technician

Quick Facts

• On-site IT Support in Frankfurt am Main
• Ticket-based support (phone, email, service portal)

Description

You will support end users on-site in Frankfurt by handling incidents and requests through a ticket system and providing remote help when needed. Responsibilities include installing, repairing, and configuring hardware and software, supporting rollouts and data transfers, and analyzing issues using existing documentation. You will also help improve and document ITIL-based processes, including knowledge/incident management.

Responsibilities

• Process tickets via phone, email, or the service portal
• Install, repair, and configure hardware and software
• Support rollouts and perform data migrations (PCs, printers, etc.)
• Analyze faults using existing documentation
• Prioritize and classify incidents
• Work closely with 2nd- and 3rd-level teams
• Provide competent, friendly on-site user support
• Assist with documentation and further development of ITIL-based processes
• Take on special tasks such as knowledge management or incident management
• Maintain detailed documentation in the ticketing system
• Provide remote support (e.g., via TeamViewer)

Requirements

• Completed IT training or comparable qualification
• Experience with knowledge management
• Knowledge of Windows client/server, print servers, telephony systems, and networking
• Experience with ticket systems (ideally Helpline)
• Very good German skills and good English skills
• Service orientation, teamwork, and a confident professional presence
• Desirable: ITIL certification (v3 or v4)

Benefits

• Team culture with open communication and regular training
• Modern workplaces