Senior IT Support Specialist (2nd/3rd Level)

Quick Facts

Role: Senior IT Support Specialist (2nd/3rd Level) / Service Desk 2nd & 3rd Level Support

Description

You will provide 2nd and 3rd level support, handling incidents, requests, and ad-hoc solutions for customer hardware and software. You will qualify and route tickets to the ticketing system and initiate workarounds while keeping the knowledge base updated. You will also install and configure IT systems, support troubleshooting, perform maintenance tasks, and maintain technical documentation.

Responsibilities

• Accept incidents, requirements, and requests for the customer’s hard- and software
• Qualify requests with the support team, transfer them to the ticketing system, and carry out independent ad-hoc solutions
• Create workarounds and optimize/update the knowledge base
• Communicate with customers by phone and email and forward unresolved cases to specialist departments
• Work in direct contact with customers
• Install and configure IT systems
• Support error analysis and incident resolution
• Perform maintenance tasks
• Create and maintain technical documentation

Requirements

• Completed IT training or comparable qualification
• Sound knowledge of hardware and software plus basic networking knowledge
• Practical experience in an IT environment
• Structured, self-organized, and solution-oriented working style
• Friendly, confident appearance and strong customer orientation
• Good communication skills and willingness to work in a team
• Readiness to learn and ability to quickly get up to speed on new topics

Benefits

• 30 days of vacation
• Up to 3 months per year working from the EU abroad
• Free training at the netgo fitness club
• Subsidized Urban Sports Club membership
• Health programs with Techniker Krankenkasse
• Continuing education offers and manufacturer certifications
• Pearson VUE certifications via the in-house test center
• JobRad options
• Budget for work clothing
• Subsidies for retirement and wealth-building
• Discounts/benefits with 1,500+ providers
• Access to ticket printer and childcare subsidies