Customer Support Specialist

About the role

As an IT Service Desk Specialist you will be the first point of contact for customers needing assistance with a wide range of IT services. You will work in a hybrid environment, supporting both on‑site and remote users while collaborating with a global team.

Key responsibilities

• Receive and log customer inquiries (incidents, service and change requests) via phone and electronic channels.
• Pre‑qualify and prioritize tickets covering AD, Azure, SAP, Microsoft Office, Cisco VPN, and general client/server support.
• Perform initial fault analysis and trigger appropriate remediation steps.
• Coordinate with 2nd and 3rd level support teams to ensure timely resolution.
• Assist ITSM and transition projects, creating documentation, process descriptions and knowledge‑base articles.
• Collaborate with international colleagues to provide 24/7 support coverage.

Required profile

• Completed apprenticeship or comparable IT training (e.g., Fachinformatiker) with practical support experience.
• Broad IT knowledge including client systems, Windows, networking and basic SAP concepts.
• Strong communication skills, customer‑oriented mindset and professional written expression in German and English.
• Basic understanding of ITIL service management; ITIL‑Foundation certification is a plus.

Required skills

• Active Directory (AD) administration.
• Microsoft Azure environment.
• SAP application support.
• Microsoft Office suite.
• Cisco VPN configuration.
• Windows operating system troubleshooting.
• Network fundamentals.
• ITIL service management principles.

What we offer

• Competitive, above‑average compensation.
• Flexible working time models with regular home‑office options.
• Company pension scheme and various health benefits.
• Modern work environment with open feedback culture and flat hierarchies.
• Individual career planning, continuous training and on‑the‑job coaching.