Ticket handling & problem resolution: You accept incidents and service requests via multiple channels (phone, e-mail, chat, portal), document them in the ITSM system and classify and prioritize tickets.
You resolve frequent standard issues independently (e.g., password resets, printers, VPN); more complex cases are escalated to the appropriate support area.
Communication & service orientation: You are the first point of contact for all IT users and ensure high satisfaction through friendly, clear and solution-oriented communication.
You proactively inform users about the status of their requests, provide easy-to-understand guidance and support them with IT questions. During major incidents or planned maintenance you keep all stakeholders transparently informed.
Ensuring service quality: You make sure that all requests and incidents are handled quickly, reliably and according to defined quality standards. You adhere to Service Level Agreements (SLAs), document all actions thoroughly and actively contribute to the continuous improvement of our support processes.

Technical knowledge: You have solid knowledge of Windows, O365, networking and standard software, and experience with ITSM tools (e.g., Jira).
ITIL Foundation knowledge would be an advantage.
Analytical thinking & resilience: You approach problems in a structured way, find pragmatic solutions and keep an overview even under high request volumes.
Quality awareness & service orientation: You work carefully, document your solutions in a traceable way and have a high standard for the quality of your work.
Strong communication skills: You communicate clearly, politely and service-oriented both in writing and on the phone. You remain a reliable contact until the issue is resolved and proactively clarify any open questions.

Genuine team spirit instead of a cutthroat mentality — we live collaboration on equal terms: honest and supportive.
Team events that bring people together — from the summer party to the Christmas party, from team outings to online gaming.
Flexible working hours that fit your life — design your workday according to your own rhythm.
Open communication & flat hierarchies — short decision paths, honest feedback and real opportunities to contribute.
Membership in a fitness network — stay active and promote your health.
BusinessBike — sustainable mobility on two wheels, whether e-bike or conventional bicycle.
Healthy, fresh meals on site — our canteen provides balanced, freshly prepared food.
After-work in our own bar — whether an after-work drink, a team meeting or socializing away from the desk.
Free beverages — water, soft drinks, tea, excellent coffee and more are always available.
Exciting international clients & projects — you take responsibility in projects with international clients.
International working environment with career opportunities — work with people from different cultures and continue to develop.

IT Service & Support Specialist

Key skills