IT User Help Desk Agent supporting clients with software and hardware issues in Hamburg. Professional support in a hybrid work environment for a leading German IT service provider.
VK
Hybrid IT Support Specialist, Helpdesk – First-Level Support
Posted 2 months ago
About the role
- IT Support Specialist providing remote assistance and onsite support for IT inquiries. Collaborating with the IT team to resolve user issues and improve support processes.
Responsibilities
- Support end users remotely and on-site with everyday IT inquiries
- Receive and handle support requests via phone, email and the ticketing system
- Analyze, classify and resolve incidents at the first-level support
- Handle support cases independently or in close collaboration with the IT team at the head office
- Accurately document all support cases in the ticketing system
- Assist users with questions about standard software, hardware and common workplace equipment (e.g. printers, networks, workstation PCs)
- Actively contribute to the continuous improvement of internal IT support processes
Requirements
- Completed vocational training as a Technical Assistant for Computer Science, IT systems clerk (IT-Systemkaufmann), IT business clerk (Informatikkaufmann) or a comparable qualification — career changers with good IT knowledge are also welcome (m/f/d)
- Some experience in IT support, user helpdesk, service desk or IT customer support
- Confident handling of Windows operating systems and the Microsoft Office suite
- Basic hardware knowledge (PCs, notebooks, printers) and general understanding of IT infrastructures
- Strong service and customer orientation, a communicative manner and enjoyment in working with end users
- Good spoken and written German and English skills
- Structured and solution-oriented working style and a willingness to learn new topics
Benefits
- 6 weeks of well-deserved annual leave from day one
- Flexible working hours and remote work (home office) by arrangement
- Up to 13.4 monthly salaries per year plus an annual bonus
- Contributions to the company pension scheme
- Optional: net salary optimization via Edenred prepaid card
- Hansefit discounts for various products and services via Corporate Benefits
- Company health management program
- Bike leasing
- Free water and coffee, of course
- A modern workplace with up-to-date hardware and software
- Individual training opportunities through our in-house academy
- Comprehensive and personal onboarding
- Company events such as team outings, summer parties and Christmas celebrations
- A family-oriented company culture with flat hierarchies and short decision-making paths
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
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