YOUR TASKS

Key Responsibilities

• Provide first-level 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 basic hardware, software, and connectivity issues.
• Document incidents, requests, and resolutions accurately in the IT ticketing tool.
• Escalate complex or unresolved issues to second-level support teams.
• Support user onboarding and offboarding (accounts, permissions, basic setup).
• Follow IT procedures, standards, and security policies.
• Contribute to improving support processes and user experience.

Working Model & Schedule

• Fully remote position.
• Shift-based role, with flexibility to work evening or night shifts to support global regions.
• Shift planning will be organized in advance according to business needs.

Technical additions

• Password resets / account unlocks
• User and permission management
• Remote troubleshooting tools
• Identity / user management

Ticket handling

• SLAs / prioritization
• Ability to prioritize tickets based on urgency and impact

Knowledge base / documentation

• Maintaining FAQs, runbooks, and standard solutions.

YOUR PROFILE

• Previous experience in IT Support / Service Desk / Helpdesk
• Basic knowledge of:
  • Windows
  • Microsoft 365 tools (Outlook, Teams, SharePoint)
  • IT ticketing systems
• Strong communication and problem-solving skills.
• Comfortable working with users from different cultures and locations.
• Fluent English is required; additional languages are a plus.
• Willingness and availability to work in a fully remote, shift-based environment, including night shifts if required.

Nice to Have

• Experience supporting international or distributed teams.
• Basic knowledge of Active Directory or user account management.
• IT-related studies or certifications (completed or in progress).

YOUR ADVANTAGES

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