IT Support Agent (with German)

Your role

You will serve as the first point of contact for users experiencing technical issues, providing support via phone, chat and e-mail. You will diagnose and resolve basic IT incidents, guide users through solutions and ensure their continuous access to applications, systems and devices. When needed, you will collaborate with more advanced support lines to secure efficient and timely problem resolution.

Your tasks

• Handle incoming requests from users in German regarding login issues, application access problems and other basic IT incidents.
• Provide troubleshooting support via phone, chat and e-mail following established procedures and using diagnostic tools.
• Guide end users clearly and effectively through problem-solving steps to restore their system or application functionality.
• Escalate complex issues to specialized teams and cooperate to ensure efficient case resolution.
• Document all interactions, reported issues and actions taken in the ticketing system.
• Use the internal knowledge base and tools provided during onboarding to deliver high-quality service.
• Continuously expand your IT knowledge through diverse training programs and learning paths.

Your profile

• Very good command of German; good knowledge of English is an asset.
• Motivation to start a career in IT and willingness to learn.
• Positive, can-do attitude and strong problem-solving approach.
• Ability to communicate clearly with users and collaborate effectively with a team.

Nice to have

• Basic understanding of IT concepts, including Windows OS, Microsoft products, internet and hardware devices, or a technical mindset.

What You'll Love About Working Here

• Private medical care with Medicover, with additional packages such as dental, senior care and oncology available on preferential terms.
• Life insurance and 40+ options on the NAIS benefit platform, including Netflix, Spotify and a sports card.
• Access to over 70 training tracks and certification opportunities, including GenAI, Architects and Google, on the NEXT platform.
• Free access to the Education First language platform, TED Talks, and Udemy Business materials and training.
• Hybrid working model after onboarding, combining a modern office with ergonomic home working.
• Home office package including a laptop, monitor and chair.