1st & 2nd Level IT Support Specialist

About the role

We are seeking a service‑oriented 1st & 2nd Level IT Support Specialist to join our IT Service Desk team. You will provide reliable technical assistance to internal users, resolve incidents and service requests, and help maintain a secure and efficient workplace environment.

Key responsibilities

• Handle, prioritize and resolve 1st and 2nd level IT incidents and service requests.
• Support 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.
• Document and track incidents using ServiceNow and create knowledge‑base articles.
• 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 teams.

Required profile

• Completed IT education, apprenticeship or equivalent practical experience.
• Experience in 1st and 2nd level IT support within a corporate environment.
• Strong troubleshooting and problem‑solving abilities.
• Excellent communication skills and ability to support users through phone, remote tools or in‑person.
• Very good English; German is a plus.

Required skills

• Microsoft 365
• Microsoft Teams
• ServiceNow
• Active Directory
• Azure Active Directory
• Multi‑Factor Authentication (MFA)
• Citrix
• Virtual Desktop Infrastructure (VDI)