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OneQrew

IT Service Agent – m/f/d

OneQrew

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

Posted 10/18/2026full-timeGermanyJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in first- and second-line IT support, with a strong focus on troubleshooting, system configuration, and user training. Proficient in ITSM tools and networking technologies, with effective communication skills in both German and English.

Highest-signal resume keywords
First-Line SupportSecond-Line SupportITSM Tools (Jira, ServiceNow)Networking Technologies (TCP/IP, DNS, DHCP)Fluent German Communication Skills (C1 Level)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Windows SystemsMacOS SystemsRemote Desktop SolutionsPowerShellAPI Technologies (REST, Graph APIs)ITIL Processes
Soft Skills
Problem SolvingCollaborationUser Training
Industry Keywords
IT SupportService RequestsIncident ManagementKnowledge Base DocumentationSystem Availability Monitoring

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 telephone, email, or ticketing system
  • Independently analyze and resolve technical issues at first-line support level
  • Provide support with more complex issues at second- and third-line support levels
  • 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 two years of professional experience in first- and second-line support
  • Good knowledge of Windows and macOS systems
  • Good knowledge of networking technologies, including TCP/IP, DNS, and DHCP
  • Proficient use of ITSM tools such as Jira or ServiceNow
  • Experience with remote desktop solutions
  • Basic understanding of ITIL processes
  • Basic knowledge of PowerShell
  • Basic knowledge of modern API technologies, including REST and Graph APIs
  • Fluent German communication skills (at least C1 level)
  • English language skills

Benefits

Comp & perks
  • A hybrid working model combining remote work and team presence
  • Flexible working hours and the freedom to organize your workday
  • An individualized career path
  • Targeted personal and professional development
  • The opportunity to actively contribute and implement your ideas
  • Support in creating a pleasant working environment and providing the necessary equipment