Manage Tickets: Receive, record, and prioritize incoming incidents and service requests in our ticketing system, ensuring that each case is accurately documented, categorized, and tracked from start to resolution.
Gather Information: Collect the details needed to classify and resolve issues efficiently.
Communicate Clearly: Keep users informed and supported by maintaining open, respectful communication and collaborating with third parties to ensure issues are resolved efficiently and positively.
Solve or Escalate: Resolve issues when possible, or escalate them to the right team.
Stay Proactive: Spot recurring issues and suggest improvements.

Languages: Fluent in German and English (French is a plus).
Customer Focus: Friendly, professional, and service-oriented mindset.
Experience: Prior experience in IT Service Desk and/or Support roles, ideally within ITIL processes.
Structure: You’re comfortable following workflows and established processes.
Tech Skills: Familiar with tools like Google Workspace, Slack, and other modern platforms.
Problem-Solving: Analytical, solution-focused, and detail-oriented.
Reliability: You take pride in punctuality, precision, and ownership of your work.
Calm Under Pressure: You stay cool even when things get busy.

Modern Workspace: A vibrant, well-equipped office in Belgrade.
The Right Tools: Access to up-to-date technology and hardware.
An International Team: Work with skilled and fun colleagues from Switzerland and beyond.
Continuous Growth: Opportunities to learn, share, and shape your role.

1st & 2nd Level Support Agent, German-speaking

Key skills