Our client is looking for two 1st Level Support employees (m/f/d) to receive, classify and resolve incoming requests in shift work at the Lüneburg site, thereby ensuring the stable operation of the IT services. The role is ideal for career starters with an IT qualification or career changers with initial support experience.

Your tasks

• Receiving and processing incoming tickets via telephone, email or ticket system (shift work 06:00–22:00)

• Pre-qualifying, categorising and prioritising requests and incidents

• Finding solutions for known and documented faults in accordance with the knowledge base

• Forwarding complex enquiries to 2nd/3rd level support

• Monitoring SLAs (Service Level Agreements) and tracking ticket runtimes

• Maintaining and expanding the knowledge base

Your profile

• Completed training in the IT sector or a comparable qualification

• Initial experience in IT support or helpdesk is an advantage, but professional experience is not strictly necessary (junior and career changer profiles are also welcome)

• Basic knowledge of IT systems, Windows environments and standard software (e.g. Office 365)

• Quick to learn, strong communication skills and a service-oriented approach

• Team player, reliability and structured way of working

• Good written and spoken German, English skills are an advantage

• Willingness to work in a three-shift model (early shift from 6:00, late shift until 22:00, day shift in between)

The offer

• Permanent employment in 1st level support with clear development prospects

• Attractive remuneration of approximately €3,500–€3,800 per month

• Lüneburg location with a hybrid model: usually two days in the office and three days remote (exceptions possible)

• Structured onboarding over around five months with system onboarding, mentoring system and learning by doing

• Access to a learning management system and a wide range of further training opportunities

• Modern technologies, high scope for design and responsibility

• Motivated, friendly team in an established structure (approx. 37 employees in total, 6 of whom are in 1st level support)

• JobRad (company bike), occupational pension scheme and other benefits

• Flexible working hours including working from home

• Transparent interview process with a first virtual meeting and a second on-site interview, where a decision is often made directory