At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.
The Role
Scope & Stack
- Windows 11
- Microsoft 365 Applications
- Microsoft Teams
- Outlook
- Active Directory / Entra ID
- ServiceNow (or equivalent ITSM tool)
- Laptops, Desktops, and Mobile Devices
- Printers and Peripherals
- VPN & Remote Access
- Microsoft Intune (basic administration)
- Hardware Asset Management
Responsibilities
- Provide second-touch support for incidents escalated from the L1 Service Desk.
- Deliver remote support to end users in German and English.
- Troubleshoot complex hardware, software, operating system, and connectivity issues.
- Support VIP and executive users with a high level of professionalism.
- Manage user accounts, permissions, and access requests within established procedures.
- Support Microsoft 365 applications and collaboration tools.
- Perform software installations and device refresh activities.
- Escalate unresolved issues to L2/L3 support teams with complete technical documentation.
- Contribute to knowledge articles and process improvements.
- Participate in problem management activities by identifying recurring issues and trends.
- Ensure compliance with security, operational, and asset management standards.
Who You Are
Key Skills
- Strong troubleshooting and analytical skills.
- Excellent customer service and communication abilities.
- Solid understanding of Windows operating systems.
- Good knowledge of Microsoft 365 and endpoint support.
- Experience with Active Directory and Entra ID administration.
- Familiarity with Intune and device management concepts.
- Ability to work independently and manage priorities effectively.
- Strong documentation and ticket management skills.
Language Requirements
- German: Fluent (C1/C2) – spoken and written.
- English: Professional working proficiency (B2/C1) – spoken and written.
- Ability to provide technical support, documentation, and customer communication in both languages.
Preferred Certifications
- ITIL Foundation
- Microsoft 365 Fundamentals (MS-900)
- Azure Fundamentals (AZ-900)
Experience
- 2–4 years of experience in Service Desk, Desktop Support, or End User Computing.