IT Service Agent

OneQrew

. First point of contact for IT incidents, service requests, and user inquiries via phone, email, or ticketing system .

Posted 9/18/2026full-timeGermanyJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in 1st- and 2nd-level IT support, with strong knowledge of Windows and macOS systems, networking protocols, and ITSM tools. Capable of effectively communicating in German and English while contributing to process improvements and user training initiatives.

Highest-signal resume keywords

1st-Level Support2nd-Level SupportWindows SystemsITSM ToolsFluent German Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

1st-Level Support2nd-Level SupportWindows SystemsMacOS SystemsNetworkingTCP/IPDNSDHCPPowerShellREST APIs

Soft Skills

Problem SolvingCollaborationUser Training

Tools & Technologies

JiraServiceNowRemote Desktop Solutions

Industry Keywords

ITILKnowledge BaseService RequestsIncident ManagementSystem Availability

Tech Stack

Tools & technologies

DNSITSMMacOSServiceNowTCP/IP

About the role

Key responsibilities & impact

First point of contact for IT incidents, service requests, and user inquiries via phone, email, or ticketing system
Independently analyze and resolve technical issues at the 1st-level support tier
Support more complex issues at the 2nd/3rd-level support tiers
Install, configure, and maintain hardware and software during rollouts or updates
Document recurring issues in the knowledge base
Actively improve support processes
Perform monitoring tasks to ensure system availability
Collaborate with internal and external partners
Prioritize requests based on business impact and SLA requirements
Coordinate escalations with the IT Service Manager
Contribute to IT projects
Support user training and awareness initiatives

Requirements

What you’ll need

At least 2 years of professional experience in 1st- and 2nd-level support
Good knowledge of Windows and macOS systems
Good knowledge of networking, including TCP/IP, DNS, and DHCP
Proficient in working with ITSM tools such as Jira or ServiceNow
Experience with remote desktop solutions
Basic understanding of ITIL processes
Basic understanding of PowerShell
Basic understanding of modern interface technologies, including REST and Graph APIs
Fluent German communication skills (at least C1 level)
English language skills

Benefits

Comp & perks

Home office and team-based onsite work for an optimal working environment
Flexible working hours and day planning
Individual career path
Targeted personal and professional development
Opportunity to contribute and implement your own ideas
Support in shaping your work environment and equipment