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OneQrew

IT Service Agent

OneQrew

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

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in 1st and 2nd level IT support, with a strong focus on troubleshooting, system configuration, and user communication. Proficient in ITSM tools and ITIL processes, ensuring efficient incident management and service delivery.

Highest-signal resume keywords
1st Level Support2nd Level SupportITSM Tools (Jira, ServiceNow)Windows and macOS SystemsNetwork Knowledge (TCP/IP, DNS, DHCP)

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
TroubleshootingSystem ConfigurationPowerShellREST APIsGraph APIs
Soft Skills
CommunicationProblem-Solving
Tools & Technologies
Remote Desktop SolutionsTicketing System
Industry Keywords
ITIL ProcessesService RequestsUser InquiriesSystem AvailabilityBusiness Impact

Tech Stack

Tools & technologies
DNSITSMMacOSServiceNowTCP/IP

About the role

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.

Requirements

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.

Benefits

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.