2nd Level IT Support Specialist

About the Role

An international team is hiring an experienced, service-minded 2nd Level IT Support Specialist. The position focuses on resolving technical problems that have been escalated from the Service Desk, delivering advanced support, and helping keep customer IT landscapes stable and continuously improving.

You will partner with 1st Level Support, Infrastructure, Cloud, and Engineering colleagues to speed up incident handling and support smooth operations across the environment.

Key Responsibilities

• Take ownership of incidents and service requests escalated from 1st Level Support and drive them to resolution.
• Investigate and fix complex issues across hardware, software, and infrastructure layers.
• Administer and maintain Microsoft Windows Server environments.
• Manage Active Directory, Microsoft Entra ID, and Microsoft 365 setups.
• Provide support for Microsoft Exchange Online and Microsoft Teams administration.
• Handle user access, Group Policy, and identity-related troubleshooting.
• Support virtualization platforms such as VMware and Hyper-V.
• Diagnose networking problems involving TCP/IP, DNS, DHCP, VPN, VLANs, and firewalls.
• Assist with endpoint administration through Microsoft Intune and Microsoft Endpoint Manager.
• Carry out routine system administration and maintenance work.
• Record fixes and updates in internal documentation and knowledge articles.
• Collaborate with infrastructure and project teams during migrations and solution rollouts.
• Work in line with SLA commitments and ITIL-aligned support practices.
• Join on-call support rotations when needed.

Requirements

• Completed vocational training in information technology or an equivalent qualification.
• At least 3 years of experience in 2nd Level IT Support or systems administration.
• Strong hands-on exposure to Microsoft technologies.
• Well-developed troubleshooting and analytical abilities.
• Background in supporting enterprise IT environments.
• Ability to work independently and manage several priorities at once.
• Excellent customer service and communication skills.
• German at native level or C2.
• English at B2 level or above.
• Comfortable working under pressure, staying organized, and collaborating with others.
• Preferred: Microsoft certifications such as MD-102, AZ-104, MS-102 or similar.
• Preferred: ITIL Foundation certification.
• Preferred: Experience with Azure.
• Preferred: Basic PowerShell scripting skills.
• Preferred: Experience with backup and recovery tools.
• Preferred: Exposure to cloud and hybrid environments.
• Preferred: Experience in a Managed Services Provider environment.

Tools and Technologies

This role involves day-to-day work with Windows 10, Windows 11, Windows Server 2016/2019/2022, Microsoft 365, Exchange Online, Teams, SharePoint Online, OneDrive, Active Directory, Entra ID, Intune, Endpoint Manager, Group Policy, DNS, DHCP, TCP/IP, VPN, VLANs, Remote Desktop Services, File & Print Services, VMware vSphere, Hyper-V, and ITSM platforms such as ServiceNow, Jira Service Management, HaloITSM, Freshservice, Zendesk, and ManageEngine ServiceDesk Plus.

Languages

The position requires strong German and English skills, with German at native or C2 level and English at B2 level or higher.

Personal Competencies

• Customer-first mindset
• Strong analytical and solution-driven approach
• Dependable and accountable
• Structured, careful, and detail-focused
• Independent working style
• Team-oriented attitude
• Proactive and eager to learn
• Composed and effective under pressure
• Committed to high-quality service delivery