Job Title: IT Support Specialist – 1st & 2nd Level
Location: Prishtina / Hybrid

About the Client

Our client is a well-established IT system house headquartered in Germany. With decades of experience, they provide 24/7 hotline support, multicloud solutions, managed services, and IT distribution to a broad portfolio of business clients across the DACH region. Combining regional roots with modern technology, they are a trusted partner for companies that depend on stable and secure IT operations.

About the Role

For our client's Service Desk team, we are looking for a hands-on IT Support Specialist to handle 1st and 2nd Level support requests, with a strong focus on the Microsoft ecosystem (Windows, Microsoft 365, Azure, Intune). You will be the first point of contact for end users, ensuring incidents are resolved quickly while delivering a professional and friendly customer experience. Quality of resolution and clear documentation matter more than ticket volume.

Key Responsibilities

• Act as the first point of contact for client support requests via phone, email, and ticketing system
• Diagnose and resolve 1st Level issues: password resets, Outlook/Teams problems, OneDrive sync, license activation, basic Windows troubleshooting, printer connectivity
• Handle 2nd Level issues: Active Directory / Entra ID administration, Exchange Online mail flow, Intune device management, Conditional Access policies, SharePoint permissions, Windows Server troubleshooting
• Document tickets, solutions, and known issues clearly in the ticketing system
• Support onboarding and offboarding of user accounts and devices
• Collaborate with 3rd Level engineers and external vendors when escalation is needed
• Contribute to continuous improvement of support processes and the internal knowledge base

What We're Looking For

• Completed education in IT or comparable or equivalent practical experience
• At least 2 years of experience in IT support, service desk, or system administration
• Solid hands-on knowledge of Microsoft 365, Windows 10/11, and Windows Server
• Familiarity with Active Directory, Entra ID (Azure AD), Exchange Online, and basic networking (DNS, DHCP, VPN)
• Strong problem-solving skills and a structured, customer-oriented approach
• Reliable, proactive, and ownership-driven personality
• Bright, positive, and service-minded attitude
• Fluent German B2/ C1 and good English (written and spoken)

What Do We Offer?

• Permanent contract with a hybrid work model (up to 2 days WFH after 3 months)
• Friendly, vibrant work environment with an international team
• Welcome package and employer-covered health insurance
• Funded Microsoft certifications and continuous training
• Opportunity for growth and close collaboration with German colleagues
• Modern equipment and a stable, long-term career path