Sachbearbeitung (m/w/d) IT-First Level Support
Core
First-level IT support handling user requests via phone, email, and ticketing systems to resolve hardware and software issues.
Role type
IT First Level Support Specialist
Builds
IT support services for end-users
Domain
IT Support / Helpdesk
Deliverable
client delivery
Required skills
IT troubleshooting, ticketing systems, Windows 10/11, Microsoft Office, network basics, IT security and data protection
Preferred skills
IT Service Management (ITIL), user documentation creation, training delivery
Technologies
Microsoft Windows 10/11, Office 2019-2024, Softphone
Responsibilities
Answer and process support inquiries via phone, email, and ticketing system; Analyze and provide first-line solutions for hardware and software issues; Escalate complex incidents to 2nd level support with full documentation; Assist users with standard applications like Office products, printers, and networks; Set up, configure, and maintain IT workstations; Install and update standard software; Contribute to optimizing support processes and service workflows; Support hardware and software rollouts; Create user documentation and quick guides; Conduct training sessions on IT systems and applications