ITSM Support Specialist (m/w/d)
Core
Providing first and second-level IT support for employees across the USA and Europe, handling hardware, software, and network issues while managing user accounts and IT assets.
Role type
ITSM Support Specialist (Level 1/2)
Builds
IT services and user support for global employees
Domain
Enterprise IT / Electronics Manufacturing
Deliverable
client delivery
Required skills
ITSM platforms (ServiceNow, Matrix42), Active Directory/Entra ID, Microsoft 365, Windows 10/11, hardware troubleshooting, network basics (DNS, DHCP, TCP/IP), IT asset management, incident documentation
Preferred skills
Microsoft Intune, Microsoft Teams, ITSM process improvement, KPI reporting
Technologies
ServiceNow, Matrix42, Active Directory, Entra ID, Microsoft 365, Windows 10/11, Intune, Teams
Responsibilities
First and second-level support for employees in the USA and Europe, analysis and resolution of hardware/software/network problems, administration of user accounts and access rights in Active Directory and Entra ID, deployment and maintenance of laptops and mobile devices, coordination with external service providers and manufacturers, analysis of recurring incidents and contribution to IT service improvement, creation of reports based on KPIs
Seniority
Mid-level, hands-on IC