First Level IT Support

We are looking for a First Level IT Support Technician to join our IT team in a fully remote role
. The position provides first-line technical support to internal users across different countries and global regions
, helping ensure smooth and efficient IT operations.

Due to the international scope of the role,
working hours may include evening or night shifts
, depending on the regions being supported.

• Provide first-level IT support to internal users via ticketing systems, email, and remote support tools.
• Support users located in multiple countries and time zones
  .
• Diagnose and resolve basic hardware, software, and connectivity issues.
• Document incidents, requests, and resolutions accurately in the IT ticketing tool.
• Escalate complex or unresolved issues to second-level support teams.
• Support user onboarding and offboarding (accounts, permissions, basic setup).
• Follow IT procedures, standards, and security policies.
• Contribute to improving support processes and user experience.

• Fully remote position
  .
• Shift-based role
  , with flexibility to work evening or night shifts to support global regions.
• Shift planning will be organized in advance according to business needs.

• Password resets / account unlocks
• User and permission management
• Remote troubleshooting tools
  
  Identity / user management

• SLAs / prioritization
• Ability to prioritize tickets based on urgency and impact

• maintaining FAQs, runbooks, and standard solutions

• Previous experience in IT Support / Service Desk / Helpdesk
• Basic knowledge of:
  • Windows
  • Microsoft 365 tools (Outlook, Teams, SharePoint)
  • IT ticketing systems
• Strong communication and problem-solving skills
  .
• Comfortable working with users from different cultures and locales
  .
• Fluent English is required; additional languages are a plus.
• Willingness and availability to work in a fully remote, shift-based environment, including night shifts if required.

• Experience supporting international or distributed teams.
• Basic knowledge of Active Directory or user account management.
• IT-related studies or certifications (completed or in progress).

• To ensure your work-life balance, we offer the option of mobile working
• We promote your professional and personal development through individual training and further education at the Drees & Sommer Academy
• We support your health with a bonus for sports enthusiasts. We offer the possibility of subscribing to a private health insurance policy
• Employees benefit from tax advantages related to their commuting expenses for the office
• Fiscal advantages for employee expenses in meal costs during the worktime. Employee referral program with attractive bonus scheme
• Supporting career and family by receiving tax benefits for kindergarten expenses