IT Service & Support Specialist

About the role

The IT Service & Support Specialist ensures the smooth operation of IT services and equipment for the organization, providing both first‑line and second‑line assistance during regular hours and on‑call periods. The role combines technical troubleshooting, system administration, and coordination of hardware and software deployments.

Key responsibilities

• Diagnose and resolve incidents related to IT services and equipment, including on‑call support outside regular hours.
• Manage Incident, Problem, Asset, Change, and Knowledge processes following ITIL standards.
• Oversee inventory, ordering, and installation of client IT hardware and software, handling service catalog and request fulfillment.
• Administer Active Directory, Microsoft Exchange, and user access rights across systems.
• Perform software and hardware installations, create documentation, and train end users.
• Provide second‑level support for IT systems in retail locations, coordinating with external partners and delivering on‑site assistance.
• Participate in project implementation and execution.
• Support technical and coordination activities related to printing processes.

Required profile

• Secondary, higher or university technical education.
• Minimum 2 years of relevant experience in similar IT support roles.
• Driver’s license category B.
• Strong command of English; German is a plus.
• Excellent communication and organizational abilities.

Required skills

• ServiceNow
• MECM (formerly SCCM)
• Ivanti
• SafeQ
• PowerShell
• Google Workspace
• Active Directory
• Microsoft Exchange
• ITIL process knowledge