Specialist IT Helpdesk

Specialist Service Desk – IT Support L1/L2

Your Role

You will be part of an international Service Desk team, serving users from the USA, the European Union, and China. You will provide reliable IT support in a Follow-the-Sun work model, taking responsibility for incidents and service requests within the allocated shift for your region and ensuring structured handovers to the next team.

Responsibilities

• Taking ownership, prioritizing, documenting, and processing incidents and service requests.
• Assessing the severity, impact, and urgency of incidents and initiating the appropriate escalation process.
• Diagnosing and resolving issues with hardware, operating systems, office applications, peripherals, printers, networks, accounts, and access rights (L1 and L2 levels).
• Providing remote technical support and guiding users through troubleshooting steps.
• Installing, configuring, and documenting approved software and standard devices.
• Managing routine requests, such as account creation and granting user access, software installation, and device configuration.
• Monitoring ticket queues and adhering to established response and resolution times.
• Escalating complex issues, providing complete information on diagnosis, actions taken, and business context.
• Supporting major incident management and clearly communicating status updates.
• Creating and improving knowledge base articles and troubleshooting guides.
• Identifying recurring incidents and providing relevant information for the Problem Management process.
• Supporting the onboarding process for new employees by preparing devices, verifying access, and providing initial IT guidance.
• Adhering to information security policies, data protection, and ITSM procedures.

Collaboration in the Follow-the-Sun Model

• Continuous collaboration with teams in the USA, EU, and China.
• Preparing comprehensive shift handovers, including ticket status, actions taken, pending decisions, identified risks, and next steps.
• Taking over tickets from other regions, ensuring support continuity and avoiding repetitive requests for information already provided by users.
• Applying common processes, categories, and documentation standards across all regions.

Requirements and Competencies

• Specialized IT studies (minimum 3 years of vocational training or equivalent).
• 1–3 years of experience in IT support, Helpdesk, or Service Desk.
• Practical troubleshooting knowledge for:
• PC hardware and Windows operating systems;
• Office applications;
• Mobile devices and peripherals;
• Printers and network equipment;
• User accounts and access rights.
• Experience using ticketing systems.
• ITIL knowledge is an advantage.
• English language – advanced level, written and spoken.
• German language – advanced level, mandatory.
• Excellent communication and user-oriented skills.
• Responsibility, analytical ability, and discernment in managing requests.
• Structured approach and prioritization skills during busy periods.
• Availability for the schedule corresponding to the allocated region and for the shift handovers specific to the Follow-the-Sun model.

Benefits

• Professional development opportunities in an international team.
• Personalized career plan and access to learning platforms.
• Structured onboarding program and support from a collaborative team.
• Private medical insurance.
• Meal vouchers.
• Public transportation reimbursement.
• Flexible schedule, adapted to the role's specifics.
• Performance bonuses and referral bonuses.
• Gifts for Easter, Christmas, and March 8th holidays.