Technician supporting IT systems and user needs in both French and Portuguese. Involved in remote technical diagnosis and user assistance.
About the role
- IT Service Desk Agent providing first-level support for users at INTREAL. Involves troubleshooting, customer interaction, and IT project collaboration.
Responsibilities
- First-level support with direct customer contact: You are the primary point of contact for our users and assist with questions and incidents across our IT service portfolio.
- You analyze fault situations, document thoroughly in the ticketing system, and assess appropriate resolution options.
- You classify requests and escalate them appropriately to 2nd-/3rd-level teams so that cases are resolved quickly and correctly.
- You support the configuration, rollout and management of notebooks, mobile devices, printers and our software portfolio.
- You carry out on-site assignments at our Hamburg headquarters and take a hands-on approach to on-site IT.
- You manage and coordinate day-to-day matters with external partners.
- You contribute to exciting cross-departmental IT projects and bring your own ideas.
Requirements
- Completed vocational training in IT (e.g., IT specialist) or an equivalent qualification
- Experience in a qualified service desk / 1st-level support
- Strong service and customer orientation and a professional demeanor
- Strong communication skills and team spirit — even under pressure
- Initiative and a structured, responsible way of working
- Confident handling of current Microsoft operating systems, mobile and desktop hardware, and modern standard software
- Routine working with ticketing systems (documentation, prioritization, SLA-oriented procedures)
- Good German language skills, spoken and written
- ITIL certification desirable (or willingness to obtain it)
Benefits
- Flexible working hours through trust-based working time
- Option for home office / mobile working
- 30 days of vacation
- Central downtown location and modern office facilities
- Discounted Deutschlandticket (public transport) and bike leasing through JobRad
- Economic stability through secure, proven business models and a company pension scheme
- Structured onboarding, dedicated contacts, feedback meetings, individual training via our internal learning platform 'Campus' and external seminar offerings
- Open and helpful team, company-wide networking through company and team events as well as several corporate sports groups
- Discounted access to many gyms, swimming pools and other sports providers across Germany via EGYM Wellpass
- Employee discounts at various online shops, plus complimentary organic fruit, cold and hot drinks
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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