1st Level Support with German (Windows Workplace)

ITELENCE is a rapidly growing company supporting its international clients in their business and digital transformation. The company values people as its greatest asset and focuses on a culture of mutual support, motivation, and development. The role is for a client in the financial sector with a complex IT environment.

• Completed IT education or training in system administration, system integration, or related field, or comparable experience
• Several years of experience in 1st Level Support/Service Desk/IT Support, preferably in a large IT environment
• Very good knowledge of Windows 10/11
• Practical experience with Active Directory including user, group, and permissions management and password resets
• Experience with Citrix Virtual Apps and Desktops or other VDI solutions
• Experience supporting fat clients, thin clients, and notebooks
• Knowledge of popular VPN solutions like Cisco AnyConnect, Ivanti Secure Access, or Check Point
• Experience supporting printers, drivers, print servers, print queues, and follow-me printing
• Very good knowledge of ticketing systems e.g. ServiceNow and SLA-compliant work
• Experience providing fully remote user support
• Ability to guide users effectively through problem resolution by phone or in writing
• Basic knowledge of IT security and compliance requirements
• Experience in regulated environments, especially financial sector, is a plus
• Very good command of German language at minimum C1 level, spoken and written (mandatory)
• Very good command of English language

• Receive, qualify, and handle incidents and service requests within 1st Level Support
• Support users via phone, ticketing system, and chat
• Provide remote support for desktops, laptops, thin clients, and VDI environments
• Troubleshoot issues related to Windows 10/11
• Manage users, groups, and permissions in Active Directory, including password resets
• Support Citrix Virtual Apps and Desktops / VDI, including connection, session, user profile, and performance issues
• Support VPN and remote access connections
• Troubleshoot local and network printers, drivers, print queues, print servers, and follow-me printing
• Support installation and distribution of approved software packages
• Perform remote diagnostics and problem resolution for users
• Escalate unresolved tickets to 2nd/3rd Level teams following procedures
• Document handled tickets in the ticketing system
• Update knowledge base and technical documentation
• Work in compliance with SLA and KPI, including response time and first-time resolution metrics
• Ensure information security and compliance with governance and procedures

The administrator of personal data is Itelence sp. zo.o. based in Warszawa. Personal data are processed for recruitment purposes according to applicable law. Providing data required by labor law is mandatory; other data are voluntary. Candidates have rights to access, rectify, delete, restrict processing, object, and transfer personal data. Data are processed until recruitment ends or for claim purposes. Consent can be withdrawn any time. Personal data recipients include Just Join IT and other entities involved in recruitment.