1st Level Support with German

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 fosters a culture of mutual support, motivation, and development.

• Completed IT education/training in system administration, system integration, or comparable professional experience
• Several years of experience in 1st Level Support/Service Desk/IT Support, preferably in large IT environments
• Very good knowledge of Windows 10/11
• Practical experience with Active Directory user, group, and permission management including password resets
• Experience with Citrix Virtual Apps and Desktops or other VDI solutions
• Experience supporting devices such as fat clients, thin clients, notebooks
• Knowledge of 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 ticket systems such as ServiceNow and working in SLA-driven environments
• Experience providing fully remote user support
• Ability to guide users effectively through problem resolution via phone or written communication
• Basic IT security and compliance knowledge
• Experience in regulated environments, especially financial sector, is an advantage
• Very good command of German language – minimum C1 in spoken and written
• Very good command of English language

• Receiving, qualifying, and handling incidents and service requests within 1st Level Support
• Supporting users via phone, ticket systems, and chat
• Remote support for users of desktop computers, laptops, thin clients, and VDI environments
• Troubleshooting issues related to Windows 10/11 systems
• Managing users, groups, and permissions in Active Directory, including password resets
• Supporting Citrix Virtual Apps and Desktops / VDI environment, resolving issues with connections, sessions, user profiles, and performance
• Supporting VPN and remote access connections
• Troubleshooting local and network printers, drivers, print queues, print servers, and follow-me printing
• Assisting with installation and deployment of approved software packages
• Remote diagnostics and problem solving for users
• Escalating unresolved issues to 2nd/3rd Level teams according to procedures
• Documenting handled requests in the ticket system
• Updating knowledge base and technical documentation
• Working according to SLA and KPI, including resolution time and first-time resolution metrics
• Ensuring information security and compliance with procedures and requirements