ICT Supporter:in

Manage 1st-Level support and incident management by centrally accepting, analyzing, and qualifying initial reports of disruptions and service requests via phone or ticket portal according to ITIL standards. Independently resolve known incidents in the 1st-Level area while ensuring a high first-time fix rate. Route, prioritize, and escalate complex inquiries to the 2nd-Level support or specialized teams, tracking follow-up progress. Administer user accounts, permissions, and group policies within Active Directory and Azure AD. Create, maintain, and update solution guides and documentation in the Knowledge Base to support continuous process improvement. Requires successful completion of an ICT EFZ or equivalent qualification with multi-year service desk experience, strong Windows 11 and Microsoft 365 knowledge, and fluent German skills.