1st/2nd Level Support (m/f/d)

About the role

As 1st/2nd Level Support at Alendris, you are the first point of contact for our customers with technical questions and incidents in the Microsoft environment. You receive requests, analyze incoming tickets and resolve problems independently – or escalate them to the relevant experts. You work closely with our engineering team to ensure fast, competent and reliable customer support. You actively contribute to improving our support processes and help make our service continuously better.

What you'll do

• Receiving, classifying and processing support requests via phone, email and ticketing system
• Error analysis and problem solving in the Microsoft 365, Azure and on-premise environment (Windows Clients, Windows Server, Active Directory)
• Setup, management and maintenance of user accounts, permissions and group policies
• Support and troubleshooting of Windows client and Windows Server environments
• Carrying out deployments and smaller customer projects – from planning to handover
• Documenting solutions and maintaining the knowledge base
• Proactive communication with customers about processing status
• Contributing to the optimization of internal support processes and workflows

What we're looking for

• Completed IT training (e.g. IT specialist for system integration) or comparable qualification
• Initial experience in IT support, helpdesk or a comparable role
• Knowledge of Microsoft 365, Azure AD / Entra ID, Windows Clients and Windows Server
• Experience with Active Directory, group policies and basic networking
• Hands-on experience with deployments or smaller IT projects is a plus
• Strong service orientation and enjoyment of working with customers
• Structured, solution-oriented and independent work approach
• Excellent German language skills (written and spoken)
• English language skills are desirable but not required

What we offer

• Flexible working – from our office in Augsburg with home office options
• Regular training and Microsoft certifications
• A motivated team with flat hierarchies and short decision paths
• Modern tools and technologies in the Microsoft ecosystem
• Room for personal development and career growth
• Attractive salary package and additional benefits
• Professional architecture and a structured way of working with the highest quality standards
• Challenging projects with direct influence – no volume business, but targeted value creation