German‑Speaking 1st & 2nd Level Support Agent

About the role

We are looking for a German‑speaking 1st & 2nd Level Support Agent to join our IT team in Belgrade. You will be the first point of contact for users in Switzerland and Belgrade, handling incidents and service requests with professionalism and a friendly attitude.

Key responsibilities

• Receive, record, and prioritize tickets from Slack, phone, chat, email or the ticketing system.
• Gather necessary information, classify issues and work towards resolution.
• Communicate clearly with users and third‑party teams, keeping them informed throughout the process.
• Resolve incidents when possible or escalate to the appropriate specialist.
• Identify recurring problems and suggest improvements to prevent future incidents.

Required profile

• Fluent in German and English, both written and spoken.
• Customer‑focused mindset with a professional and friendly attitude.
• Previous experience in an IT Service Desk or support role, preferably following ITIL processes.
• Comfortable working within defined workflows and processes.
• Analytical, detail‑oriented problem‑solver who remains calm under pressure.

Required skills

• Google Workspace
• Slack
• Familiarity with ticketing systems
• Understanding of ITIL processes

What we offer

• Modern, well‑equipped office in Belgrade.
• Access to up‑to‑date technology and hardware.
• International team collaborating with colleagues in Switzerland.
• Continuous learning opportunities and room to shape your role.