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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 1st Level IT Support Specialist - **Company:** Avacone - **Location:** München, Germany (Remote available) - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, JIRA, Microsoft Outlook, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Software, Remote Access Technology, Remote Desktop Services, Azure Active Directory, Microsoft SharePoint, TCP/IP, Transmission Control Protocol (TCP), Office365, Microsoft InTune, Microsoft Onedrive, Information Technology, Zendesk, Servicenow, ManageEngine, Unified Endpoint Management, User Accounts - **Published:** July 3, 2026 - **Apply:** https://de.indeed.com/viewjob?jk=3eb239f4c1be7625 ## About the Role * Completed vocational training in Information Technology or equivalent practical experience * Minimum 1 year of experience in an IT Service Desk or Helpdesk environment * Solid knowledge of: * + Microsoft Windows 10/11 + Microsoft 365 + Active Directory + Microsoft Entra ID (Azure AD) + TCP/IP networking fundamentals + DNS + DHCP + VPN technologies * Experience using IT Service Management (ITSM) or ticketing systems * Strong analytical and troubleshooting skills * Excellent communication and interpersonal skills * Customer-oriented mindset * Ability to prioritize workload and work independently, * ITIL Foundation certification * Experience with Microsoft Intune * Experience with Microsoft Endpoint Manager * Basic PowerShell knowledge * Experience supporting enterprise environments * Experience working in Managed Services (MSP) * Experience supporting international customers Technical SkillsOperating Systems * Microsoft Windows 10 * Microsoft Windows 11 Microsoft Technologies * Microsoft 365 * Outlook * Teams * OneDrive * SharePoint * Active Directory * Microsoft Entra ID * Microsoft Intune Networking * TCP/IP * DNS * DHCP * VPN * Remote Desktop ITSM Tools * ServiceNow * Jira Service Management * Zendesk * Freshservice * HaloITSM * ManageEngine ServiceDesk Plus Languages * German: Native or C2 level * English: B2 level or higher Personal Competencies We are looking for someone who is: * Customer-focused * Professional and reliable * Solution-oriented * Well organized * Team-oriented * Proactive * Eager to learn * Able to work independently in a remote environment * Calm under pressure * Committed to delivering high-quality service ## Description We are looking for a motivated and customer-oriented 1st Level IT Support Specialist to join our growing international team. As the first point of contact for end users, you will provide technical support, troubleshoot IT issues, and ensure an outstanding customer experience. You will manage incidents and service requests while collaborating closely with our 2nd and 3rd Level Support teams to resolve more complex technical challenges. This role is ideal for someone who enjoys helping people, solving technical problems, and working in a dynamic international environment., * Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing system * Log, categorize, prioritize, and resolve incidents and service requests * Provide remote support for end users across multiple customer environments * Troubleshoot Microsoft Windows 10/11 operating systems * Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive, and SharePoint * Manage user accounts, password resets, and access permissions through Active Directory and Microsoft Entra ID * Support VPN connections, remote access, printers, and peripheral devices * Install, configure, and troubleshoot hardware and software * Escalate unresolved incidents to 2nd or 3rd Level Support according to defined procedures * Maintain accurate documentation within the ticketing system * Ensure compliance with agreed Service Level Agreements (SLAs) * Follow ITIL-based incident and request management processes * Contribute to internal knowledge base documentation * Deliver professional and customer-focused support at all times ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Successful talent development in tech: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1497-successful-talent-development-in-tech-a-joint-journey-of-executives-and-talents) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Demografie nutzen um jedem Bewerber das passende Angebot zu machen!](https://www.wearedevelopers.com/videos/836-demografie-nutzen-um-jedem-bewerber-das-passende-angebot-zu-machen) ## Related Articles - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Finding Jobs in Germany](https://www.wearedevelopers.com/magazine/375-finding-jobs-in-germany) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria)