IT Support Agent (f/m/d)

About the role

Axpo is looking for an IT Support Agent (f/m/d) in Baden and Rathausen within its Group IT team. The role acts as the first point of contact for on-site and remote IT support, helping colleagues work productively every day. It is a full-time position.

Key responsibilities

• Handle incidents, requests and escalations as the first point of contact for on-site and remote IT support.
• Provide hands-on support for hardware (laptops, peripherals, meeting room equipment) and software for end users.
• Classify, prioritise and route tickets in Jira according to defined processes and SLA targets.
• Troubleshoot and resolve advanced technical issues independently, escalating to L2/L3 teams when needed.
• Identify recurring problems, develop sustainable solutions and maintain the knowledge base.
• Support the onboarding of new colleagues by preparing IT equipment and access.

Required profile

• Vocational training or a degree in IT, or equivalent professional experience.
• At least 2 years of experience in IT end-user support, including hands-on troubleshooting of hardware and software.
• Strong communicator and team-oriented mindset, including phone-based support.

Required skills

• Experience with ticketing systems such as Jira Service Management or ServiceNow.
• Knowledge of Windows and Microsoft 365, ideally combined with endpoint management tools such as Microsoft Intune.
• Nice to have: ITIL Foundation or Microsoft 365 Certified: Endpoint Administrator Associate certification, and some experience with PowerShell.