Hybrid IT Support Specialist, Helpdesk – First-Level Support

at Vogelsang GmbH & Co. KG

• Job title: IT Support Specialist, Helpdesk – First-Level Support
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Professional Certificate
• Location requirements: Hybrid, Essen, Germany

About the role

• IT Support Specialist providing remote and onsite assistance for daily user inquiries. Collaborating with the IT team to troubleshoot and resolve issues with technology and software.

Responsibilities

• Support users in IT remotely and on-site with everyday questions
• Receive and handle support requests via phone, email and the ticketing system
• Analyze, classify and resolve incidents at the first-level support
• Process support cases independently or in close collaboration with the IT team at the headquarters
• Carefully 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 training as a Technical Assistant in Computer Science, IT systems specialist (IT-Systemkaufmann), IT business administrator (Informatikkaufmann) or a comparable qualification
• Open to career changers (m/f/d) with strong IT skills
• Initial experience in IT support, user helpdesk, service desk or IT customer support
• Confident use of Windows operating systems and the Microsoft Office suite
• Basic hardware knowledge (PCs, laptops, printers) and general understanding of IT infrastructures
• Strong service- and customer-oriented mindset, a communicative manner and enjoyment working with end users
• Good German and English skills, both written and spoken
• Structured and solution-focused way of working and willingness to familiarize yourself with new topics

Benefits

• 6 weeks of well-earned annual leave from day one
• Flexible working time models and home office by arrangement
• Up to 13.4 months' salary plus an annual bonus
• Contributions to company pension scheme
• Optional net salary optimisation with an Edenred benefit card
• Hansefit
• Discounts on various products and services via Corporate Benefits
• Company health management
• Bike leasing
• Complimentary water and coffee
• A modern workplace with up-to-date hardware and software
• Individual training opportunities through our in-house academy
• Intensive and personal onboarding
• Joint events such as department outings, summer parties and Christmas celebrations
• A family-like corporate culture with flat hierarchies and short decision-making paths