About this role

Independently handle IT support requests by phone, documenting each incident in the ticketing system
Classify and prioritize IT requests
Proactively follow up on incidents to increase first-contact resolution efficiency
Coordinate incident resolution in collaboration with 2nd
and 3rd-level support
Participate in IT projects to optimize existing processes and systems

Completed vocational training in IT (e.g., Fachinformatiker for System Integration) or equivalent qualification
Significant professional experience with ticketing systems and handling IT support requests, preferably in IT onsite support
Strong knowledge of Windows administration and usage, MS 365, networked PC environments, Apple products, and remote access solutions
Service-oriented demeanor and strong organizational skills
Excellent teamwork and communication skills
Strong willingness for continuous learning and onboarding into new areas
Very good German (C1) and good English (B2) spoken and written

Permanent full-time position and 30 days of vacation + Christmas Eve and New Year's Eve off
Attractive compensation package and training and development opportunities
Structured onboarding for new team members
Company pension plan
Modern workplace in the heart of Berlin
Canteen – varied and affordable options
Company events and activities

IT Specialist — IT Support Specialist, User Help Desk

Key skills