1st & 2nd Level IT Support Specialist

About the Role

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 ServiceNow
• 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

• ServiceNow
• 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

Requirements

Your Profile

• 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 ServiceNow
• 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