IT Support Specialist

Quick Facts

• Role: IT Support Specialist (German-speaking)

• Support level: First-level / Service Desk

• Communication channels: phone, email, ticket portal

• Work style: Remote

Description

You will handle incoming support requests and calls as part of first-level IT support, triaging and resolving common technical issues. You’ll support end users in Windows and Microsoft 365, document all actions in a ticketing system, and escalate to second-level or specialist teams when required. You must follow security procedures and client confidentiality/data protection guidelines.

Responsibilities

• Take and manage inbound requests via phone, email, and a ticket portal

• Register, classify, and prioritize tickets according to established procedures

• Troubleshoot basic issues across operating systems, business applications, networking, user accounts/access, and IT hardware

• Escalate tickets to second-level/specialist teams following the escalation process

• Document work in a ticketing system (e.g., ServiceNow, Jira, OTRS, Remedy)

• Monitor open tickets to ensure timely resolution

• Support end users in Windows / Microsoft 365

• Comply with security and client guidelines (access, confidentiality, data protection)

Requirements

• German: minimum B2 (required) for handling tickets and user conversations

• Minimum 1 year of experience in IT Support / Service Desk or a related technical user-support role

• Basic knowledge of Windows 10/11, Active Directory, and Microsoft 365

• Ability to diagnose typical user issues (printers, VPN, network, applications)

• Experience working with ticketing systems

• High communication culture and strong customer orientation

• Ability to work under time and priority pressure

• Accuracy, responsibility, and care for documentation

• Motivation to develop in IT Support / Service Desk

• Optional: basic ITIL knowledge

Benefits

• Consultant Development Program for career planning support

• Access to 7N Learning & Development platform (webinars, articles, industry reports, events)

• Integration events (for you and your loved ones)

• Ongoing professional development and possibility to share knowledge through 7N Services

• Support and access to experienced IT experts

• Comprehensive benefits package (medical care, life insurance, sports card, discounts)

• Stable contracts and dedicated personal support to maintain career comfort and access to development initiatives