System Administrator

Our client is an established technology services organisation delivering IT support solutions to enterprise clients. They operate a structured service desk environment using ITIL frameworks and industry-standard ITSM platforms. The team supports a diverse user base across multiple channels, maintaining high service levels and clear escalation procedures. They focus on building technical competence through standardised processes, knowledge sharing and continuous improvement initiatives.

• 1 to 4 years of experience in IT Service Desk, Help Desk, or Technical Support
• Working knowledge of Windows OS and Microsoft 365 applications
• Understanding of Active Directory user account management tasks
• Familiarity with ITSM tools such as ServiceNow or Jira Service Management
• Basic knowledge of ITIL incident management and service request processes
• Experience with VPN connectivity, endpoint peripherals, and contact centre software
• Fluency in English and German
• Availability to work 24/7 rotational shifts, including weekends and holidays

• Respond to user queries via phone, email, chat, and self-service channels
• Log, categorise and prioritise incidents with detailed ticket notes
• Diagnose and resolve first-level technical issues using approved procedures
• Handle password resets, account unlocks, and Microsoft 365 support requests
• Troubleshoot VPN connectivity, printer issues, and basic hardware problems
• Escalate unresolved tickets to L2/L3 teams with complete troubleshooting details
• Maintain clear communication with users throughout ticket lifecycle
• Provide shift handover notes and contribute to knowledge article improvements
• Ensure adherence to SLA requirements and escalation procedures

Availability to work 24/7 rotational shifts, including weekends and holidays