1st & 2nd Level IT Support Specialist

About The Role

We are looking for a service-oriented 1st & 2nd Level IT Support Specialist to join the IT Service Desk team. In this role, you will provide reliable technical support to internal users, resolve incidents and service requests, and contribute to the smooth operation of the workplace environment. You will act as a key point of contact for end users, ensuring a professional support experience while maintaining high service and security standards.

This position offers the opportunity to work with a broad range of workplace technologies, support business‑critical applications, and contribute to continuous service improvement initiatives within a dynamic and collaborative IT environment.

• Handle, prioritise, and resolve IT incidents and service requests at 1st and 2nd level
• Provide support for Microsoft 365 applications, Microsoft Teams, and standard workplace technologies
• Configure, deploy, and support mobile devices
• Perform Identity and Access Management tasks, including user account administration, MFA, and access permissions
• Process, track, and document incidents and requests using Service Now
• Create and maintain knowledge base articles and support documentation
• Support and administer Active Directory and Azure Active Directory environments
• Troubleshoot Citrix and Virtual Desktop Infrastructure (VDI) environments
• Analyse recurring incidents and contribute to sustainable problem resolution
• Escalate complex issues to specialised infrastructure, security, or application support teams when required
• Deliver professional support via phone, remote support tools, and in-person interactions

• Service Now
• Microsoft Teams
• Microsoft 365
• Multi-Factor Authentication (MFA)
• Active Directory
• Azure Active Directory
• Citrix
• Virtual Desktop Infrastructure (VDI)

• Deliver professional and customer-focused support to all end users
• Ensure all support activities are documented according to internal processes and compliance requirements
• Adhere to IT service management procedures, security standards, and company policies
• Support day-to-day operational activities within the IT Service Desk
• Contribute to continuous improvement initiatives and service excellence

• Completed IT education, apprenticeship, or equivalent practical experience
• Experience in 1st and 2nd level IT support within a corporate environment
• Good knowledge of Microsoft 365, Microsoft Teams, Active Directory, Azure Active Directory, MFA, Citrix, and VDI
• Experience working with ticketing systems, ideally Service Now
• Strong troubleshooting and problem-solving skills
• Excellent communication skills with the ability to support users through various channels
• Very good English skills;
  German is considered an advantage

• Service-oriented and customer-focused mindset
• Reliable, structured, and organised working style
• Ability to remain calm, professional, and solution-oriented in a fast-paced environment
• Strong team player with a proactive approach to support and collaboration