2nd Level Service Desk Agent (m/f/d) - Berlin

We are SBIT – a modern IT system house with around 60 bright minds and a focus on Managed & Professional Services. We build cloud solutions, networks, and firewalls that measurably deliver business value. For you in the support area, this means: 2nd Level with real impact – directly at the interface between user, system, and solution. You will gain responsibility, real remote work, mentoring from seniors, certifications, and projects that challenge you professionally. Little travel, a lot of impact in the professional services context.

Tasks

• Resolve Incidents and Service Requests: You receive inquiries via the ticketing system or hotline and personally ensure that problems are resolved quickly and reliably.
• Maintain an overview: You classify, prioritize, and document requests – and process them yourself or as part of a team, always with an eye on our SLAs.
• Support Users & Systems: You take care of Microsoft servers, clients, and user support, including hardware provisioning via Intune.
• Support Customers On-site: On average, you will be on-site with a customer once every two weeks, getting to know their IT landscapes and finding solutions that truly fit.

Qualifications

• Completed training as an IT specialist or a comparable qualification.
• Good knowledge of Microsoft 365, Entra, and Exchange Online, as well as support for Windows clients & Windows servers.
• Experience with hardware provisioning via Intune.
• Basic knowledge of Microsoft Azure and antivirus solutions.
• German language skills at C1 level.
• Residency in the region of our customers in Berlin.
• Ideally, a completed Microsoft certification or the willingness to obtain one.

Benefits

• Remote-First & Low Travel: Home office is part of our DNA. Additionally, with flexible working hours, you have freedom for private appointments, your family, or your morning sports routine. Customer appointments are also predictable.
• Development & Certifications: Manufacturer training (e.g., from Microsoft, Dell, HP, Lenovo), technology certifications (e.g., Azure, Microsoft, Fortinet, Sophos, etc.), as well as mentoring by seniors in practice. You choose what you need.
• Health & Fitness: Jobrad and Egym/Wellpass for athletes. And of course: free drinks in the office.
• Team Spirit: Teamwork & respect are part of our code of values.
• Equipment & Flex: Look forward to modern hardware and a home office setup. Air conditioning in the office to brave the next heatwave.

Then we look forward to receiving your meaningful application, including your salary expectations. If you feel like it, also write us your Big Five for Life! We're into that kind of thing!
Are you unsure if you meet all the requirements? Apply anyway! Your motivation and passion count with us!

Contact Person:
Janik Sohn, 069 695 961 746
Application Process:
As soon as we receive your CV, we will get back to you within three days. Ideally, we will invite you directly to a short video interview (approx. 20-30 minutes) – this time directly with your future 2nd-level team. If it's a good fit for both sides, a technical interview will follow. And if that match is also right, you will receive your offer – without a long application marathon.