We are looking for a First Level IT Support Technician to join our IT team in a fully remote role . The position provides first-line technical support to internal users across different countries and global regions , helping ensure smooth and efficient IT operations.
Due to the international scope of the role, working hours may include evening or night shifts , depending on the regions being supported.
Key Responsibilities
- Provide first-level IT support to internal users via ticketing systems, email, and remote support tools.
- Support users located in multiple countries and time zones .
- Diagnose and resolve basic hardware, software, and connectivity issues.
- Document incidents, requests, and resolutions accurately in the IT ticketing tool.
- Escalate complex or unresolved issues to second-level support teams.
- Support user onboarding and offboarding (accounts, permissions, basic setup).
- Follow IT procedures, standards, and security policies.
- Contribute to improving support processes and user experience.
Working Model & Schedule
- Fully remote position .
- Shift-based role , with flexibility to work evening or night shifts to support global regions.
- Shift planning will be organized in advance according to business needs.
Technical additions
- Password resets / account unlocks
- User and permission management
- Remote troubleshooting tools
- Identity / user management
Ticket handling
- SLAs / prioritization
- Ability to prioritize tickets based on urgency and impact
Knowledge base / documentation
- maintaining FAQs, runbooks, and standard solutions
- Previous experience in IT Support / Service Desk / Helpdesk
- Windows
- Microsoft 365 tools (Outlook, Teams, SharePoint)
- IT ticketing systems
- Strong communication and problem-solving skills .
- Comfortable working with users from different cultures and locations .
- Fluent English is required; additional languages are a plus.
- Willingness and availability to work in a fully remote, shift-based environment, including night shifts if required.
Nice to Have
- Experience supporting international or distributed teams.
- Basic knowledge of Active Directory or user account management.
- IT-related studies or certifications (completed or in progress).
- To ensure your work-life balance, we offer the option of mobile working
- We promote your professional and personal development through individual training and further education at the Drees & Sommer Academy
- We support your health with a bonus for sports enthusiasts. We offer the possibility of subscribing to a private health insurance policy
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