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Support Engineer – 80–100%
UPGREAT AG. Receive, analyze, prioritize, and process incoming tickets, requests, and incidents .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in 1st- and 2nd-level IT support, with a strong focus on customer service and efficient incident resolution. Proficient in managing user accounts and permissions within Microsoft environments, ensuring effective communication and prioritization in a fast-paced setting.
Highest-signal resume keywords
1st-Level Support2nd-Level SupportMicrosoft EnvironmentsWindows Operating SystemsActive Directory
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementUser Account ManagementWindows ServerExchange ServerCitrixBasic NetworkingMicrosoft OfficeMicrosoft 365Standard Software
Soft Skills
Customer-Focused ApproachClear CommunicationIndependent Working StylePrioritization Skills
Certifications & Qualifications
IT Specialist (Informatiker/in EFZ)
Industry Keywords
IT Service ProviderService DeskOnsite SupportGerman LanguageEnglish Language
Tech Stack
Tools & technologiesCitrix
About the role
Key responsibilities & impact- Receive, analyze, prioritize, and process incoming tickets, requests, and incidents
- Independently resolve incidents efficiently and with a customer-focused approach as part of 1st-level incident management
- Involve Systems Engineers in more complex matters and ensure a proper handover
- Perform standard changes within the scope of responsibility of the Service Desk and Onsite Support
- Manage user and computer accounts, permissions, and applications
- Inform users about the status of their requests
- Support customers during planned and ad hoc onsite assignments
- Serve as the first point of contact for users by phone and email
- Ensure a reliable Service Desk together with the team
- Help customers return to productive work as quickly as possible
Requirements
What you’ll need- Qualification as an IT Specialist (Informatiker/in EFZ) or relevant professional experience in an IT environment as a career changer
- Experience in 1st- and 2nd-level support
- Experience working for an IT service provider is an advantage
- Broad IT expertise, particularly in Microsoft environments
- Knowledge of Windows operating systems, Microsoft Office, Microsoft 365, and standard software
- Experience with Windows Server, Active Directory, Exchange Server, Citrix, and basic networking topics
- Very good German and good English
- Ability to communicate technical topics clearly and in a solution-oriented manner
- Ability to maintain an overview and set priorities even in a fast-paced environment
- Independent and conscientious working style
- Category B driver's license
- Willingness to work shifts Monday to Friday between 7:00 a.m. and 6:00 p.m.
- Application including a CV, references, and certificates
Benefits
Comp & perks- Permanent employment contract
- Flexible working arrangements
- Support for work-life balance
- Professional and personal development opportunities
- Support for continuing education and training
- Modern office premises
- Ergonomically equipped workstations
- 55% of the pension fund contribution covered by the employer
- Employer-covered contribution to daily sickness benefits insurance
- Free parking
- Birthday gift
- Special conditions with various partners
- Opportunity to contribute ideas and take on responsibility
- Team-oriented collaboration and mutual support