1st Level IT Support Specialist

About the role

About the Role We are looking for a motivated and customer-oriented 1st Level IT Support Specialist to join our growing international team. As the first point of contact for end users, you will provide technical support, troubleshoot IT issues, and ensure an outstanding customer experience. You will manage incidents and service requests while collaborating closely with our 2nd and 3rd Level Support teams to resolve more complex technical challenges. This role is ideal for someone who enjoys helping people, solving technical problems, and working in a dynamic international environment. Key Responsibilities Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing system Log, categorize, prioritize, and resolve incidents and service requests Provide remote support for end users across multiple customer environments Troubleshoot Microsoft Windows 10/11 operating systems Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive, and SharePoint Manage user accounts, password resets, and access permissions through Active Directory and Microsoft Entra ID Support VPN connections, remote access, printers, and peripheral devices Install, configure, and troubleshoot hardware and software Escalate unresolved incidents to 2nd or 3rd Level Support according to defined procedures Maintain accurate documentation within the ticketing system Ensure compliance with agreed Service Level Agreements (SLAs) Follow ITIL-based incident and request management processes Contribute to internal knowledge base documentation Deliver professional and customer-focused support at all times Required Qualifications Completed vocational training in Information Technology or equivalent practical experience Minimum 1 year of experience in an IT Service Desk or Helpdesk environment Solid knowledge of: Microsoft Windows 10/11 Microsoft 365 Active Directory Microsoft Entra ID (Azure AD) TCP/IP networking fundamentals DNS DHCP VPN technologies Experience using IT Service Management (ITSM) or ticketing systems Strong analytical and troubleshooting skills Excellent communication and interpersonal skills Customer-oriented mindset Ability to prioritize workload and work independently Preferred Qualifications ITIL Foundation certification Experience with Microsoft Intune Experience with Microsoft Endpoint Manager Basic PowerShell knowledge Experience supporting enterprise environments Experience working in Managed Services (MSP) Experience supporting international customers Technical Skills Operating Systems Microsoft Windows 10 Microsoft Windows 11 Microsoft Technologies Microsoft 365 Outlook Teams OneDrive SharePoint Active Directory Microsoft Entra ID Microsoft Intune Networking TCP/IP DNS DHCP VPN Remote Desktop ITSM Tools ServiceNow Jira Service Management Zendesk Freshservice HaloITSM ManageEngine ServiceDesk Plus Languages German: Native or C2 level English: B2 level or higher Personal Competencies We are looking for someone who is: Customer-focused Professional and reliable Solution-oriented Well organized Team-oriented Proactive Eager to learn Able to work independently in a remote environment Calm under pressure Committed to delivering high-quality service

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