IT Service Agent

IT Service Agent role focused on technical support for clients. Collaborate with teams to ensure IT functionality in a remote setting.

Posted 7/9/2026full-timeRemote • 🇩🇪 GermanyJuniorMid-LevelWebsite

Tools & technologies

DNSITSMMacOSServiceNowTCP/IP

Key responsibilities & impact

You are the first point of contact for IT incidents, service requests and user inquiries — by phone, email, or ticketing system.
You independently analyze and resolve technical issues at 1st level and support more complex matters at 2nd/3rd level.
You also install, configure and maintain hardware and software as part of rollouts or updates.
You document recurring issues in the knowledge base and actively help improve our support processes.
You perform monitoring tasks to ensure system availability and work closely with internal and external partners.
Additionally, you prioritize requests based on business impact and SLAs — escalating to the IT Service Manager when necessary.
You participate in IT projects and support training and awareness initiatives for our users.

What you’ll need

You bring initial to solid professional experience in 1st and 2nd level support (at least 2 years).
You have good knowledge of Windows and macOS systems as well as networks (TCP/IP, DNS, DHCP).
You are experienced with ITSM tools such as Jira or ServiceNow and remote desktop solutions.
You have a basic understanding of ITIL processes, PowerShell and modern interface technologies (REST, Graph APIs).
You communicate confidently in German (at least C1) and English.

Comp & perks

Work the way that suits you and your team — we offer the perfect mix of home office and on-site presence for an optimal work atmosphere!
We are growing continuously and take you along on a unique journey! Together we will shape your individual career path.
Structure your workday flexibly — because when you have balance, you can thrive and succeed with us.
We boost your personal development — we recognize your know-how and potential and develop you deliberately.
Contribute actively and help shape — we rely on your commitment and turn ideas into reality!
Help shape your working environment — we support you in feeling completely comfortable in your daily work life.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

TroubleshootingSystem ConfigurationPowerShellREST APIsGraph APIs

Soft Skills

CommunicationProblem-Solving