Receive customer inquiries and incident reports by phone or email
Analyze and triage technical issues in customers' infrastructures and document them in the ticketing system
Actively communicate with customers, colleagues, and vendors/manufacturers to provide prompt, solution-oriented support
Ensure customers' IT operations according to agreed service levels
Identify proactive improvement opportunities and propose optimization measures
Handle case management with vendors/manufacturers on behalf of customers

Completed vocational training as an IT Specialist for System Integration or a comparable qualification
Ideally, you have IT expertise and initial practical experience in a service desk, IT support, or system administration (network, servers, Windows/Linux, data center operations)
Experience with ticketing systems and knowledge of ITIL
Strong communication skills and a confident, friendly telephone manner
Structured working style and the ability to remain calm and solution-oriented in stressful situations
Motivation to contribute ideas for process improvements and to develop further together with the team
Good German and English skills, both written and spoken
Willingness to work in shift rotations as part of a 24/7 schedule

Provision of new, high-performance IT equipment including home office gear; company merchandise such as backpacks/laptop bags, polo shirts, and softshell jackets
Company pension plan (BAV), occupational disability insurance, and group accident insurance
Occupational health management (e.g., company bike program, coaching, benefit@work, etc.)
30 days of annual leave plus various special leave days (e.g., marriage, childbirth)
berufundfamilie-certified; childcare subsidy
Personal and professional development through numerous learning formats (e.g., mentoring, collaboration labs, development plans, etc.)
Corporate Benefits & Pluxee-Card

Service Desk Agent

Key skills