IT-Support Specialist (m/w/d)

As an IT-Support Specialist (m/w/d) at our company, your main responsibilities will include providing 1st Level Support, managing onboarding and offboarding processes, ensuring that IT resources are organized for staff, and monitoring IT services to identify and troubleshoot issues. Your role will also involve collaborating with system administrators on more complex support matters to ensure seamless operation across all platforms.

To qualify for the IT-Support Specialist role, candidates should have either a relevant education or substantial experience in IT support. Important knowledge areas include proficiency in Win-Enterprise environments (Active Directory, Office, Exchange), mobile device management (Android, iOS), and network setup and troubleshooting. Strong communication skills in both German and English are also essential for effective cross-team collaboration.

While prior experience in IT support is preferred for the IT-Support Specialist (m/w/d) position, we also value individuals who demonstrate a strong commitment to learning and a passion for problem-solving. If you can showcase relevant skills and the right attitude toward team collaboration and customer service, you may still be a viable candidate.

As part of our team as an IT-Support Specialist, you can expect a healthy work-life balance with 30 vacation days, and the flexibility to work from home or choose a hybrid arrangement. We also offer financial support for childcare, contributions to retirement savings, and opportunities for continued education and skill enhancement.

At our company, the team culture for IT-Support Specialists is collaborative and supportive. We encourage open communication, teamwork, and shared problem-solving. Regular team events help foster camaraderie, and we prioritize creating a positive work environment where everyone feels valued and empowered to contribute.

When answering this question, focus on specific examples where you successfully identified and resolved IT issues. Discuss your methodology, whether it's through systematic testing, collaboration with team members, or using certain tools to diagnose problems. Highlight your ability to remain calm under pressure and your passion for customer service.

In your response, explain how you assess the urgency and impact of each request. Providing examples of your organizational skills and time management methods will showcase your ability to handle multiple tasks efficiently. Mention any tools you use for tracking requests and maintaining communication with users who are waiting for support.

Discuss your experience specifically with managing users and groups, understanding permissions, or any tasks you've performed related to Active Directory. Mention any training or certifications you've attained that relate to this technology and how you apply that knowledge in a real-world scenario.

When addressing this question, emphasize your ability to simplify complex IT concepts for users who may not be familiar with technical jargon. Provide an example of when you successfully communicated a solution to a non-technical user and how you ensured they understood the process or resolution.

Share a specific instance where you took extra steps to meet a user's needs, perhaps by staying late, finding a custom solution, or providing additional training. This will illustrate your dedication and willingness to support the team and its users.

Outline a systematic approach you would take during an outage, including assessing the issue, notifying relevant parties, and working collaboratively with team members to resolve the disruption. Discuss the importance of effective communication during such situations and ensuring users are kept informed.

Talk about your engagement with industry publications, forums, or training programs that keep you informed on new technologies and best practices. Discuss any recent developments you've learned about and how you've applied this knowledge to your work.

Provide examples of documentation practices you’ve used, such as creating troubleshooting guides, user manuals, or process documentation. Highlight how this documentation has been beneficial to your team and the value it adds in terms of onboarding and standardizing procedures.

In your response, focus on active listening techniques and maintaining a calm demeanor. Share a specific example of a challenging interaction and how you resolved it while ensuring the user felt heard and supported. This reflects your customer service skills and empathy.

List the tools and software you have experience with, including ticketing systems, monitoring tools, and remote support applications. Be sure to discuss how these tools have helped you in your previous roles to provide efficient and effective support.