2nd and 3rd Level IT Support Technician

We are looking for a Level 2 / Level 3IT Support Technician to join our IT team in a fully remote role. The position provides advanced technical support to internal users across different countries and global regions, while also contributing to system administration and network operations to ensure stable and secure IT services.

Due to the international scope of the role, working hours are not fixed and may include evening, night, weekend, or rotating shifts, depending on the regions being supported., * Provide Level 2 and Level 3 IT support to internal users via ticketing systems, email, and remote support tools.

• Support users located in multiple countries and time zones.
• Diagnose and resolve advanced hardware, software, operating system, and connectivity issues.
• Perform system administration tasks, including user environments, servers, and core IT services.
• Provide network support, including troubleshooting LAN/WAN, VPN, DNS, DHCP, and connectivity issues.
• Document incidents, requests, and resolutions accurately in the IT ticketing tool.
• Escalate critical or complex issues to specialized teams or vendors when required.
• Support user onboarding and offboarding (accounts, permissions, devices, access).
• Follow IT procedures, standards, and security policies.
• Contribute to improving support processes, system reliability, and user experience.

Working Model & Schedule

• Fully remote position.
• Shift-based role with no fixed working hours.
• Availability to work evenings, night shifts, weekends, and on-call rotations, depending on business and regional needs.
• Shift planning will be organized in advance according to operational requirements.

Technical additions

• System Administration (Windows / basic Linux environments)
• Active Directory / Azure AD
• Network administration fundamentals
• VPN, DNS, DHCP, and connectivity troubleshooting
• Microsoft 365 administration
• Endpoint and system troubleshooting

Ticket handling

• SLAs and escalation management
• Advanced incident prioritization based on urgency and business impact
• Ownership of tickets through full resolution
• Root cause analysis and continuous improvement

Knowledge base / documentation

• Maintaining and updating FAQs, runbooks, procedures, and standard solutions
• Documenting recurring incidents and resolutions
• Supporting knowledge sharing within the IT team, To ensure your work-life balance, we offer the option of mobile working We promote your professional and personal development through individual training and further education at the Drees & Sommer Academy We support your health with a bonus for sports enthusiasts. We offer the possibility of subscribing to a private health insurance policy Employees benefit from tax advantages related to their commuting expenses for the office Fiscal advantages for employees expenses in meal costs during the worktime. Employee referral program with attractive bonus scheme Supporting career and family by receiving tax benefits for kindergarten expenses

Do you have experience in Windows?, * Minimum 5 years of experience in IT Support, Service Desk, Systems Administration, or similar roles.

• Proven experience working at Level 2 / Level 3 support.
• Strong communication and problem-solving skills.
• A HIGH LEVEL OF ENGLISH (C1) IS REQUIERED FOR THIS POSITION.
• Willingness and availability to work in a fully remote, shift-based environment with non-fixed schedules, including night shifts.