L1 Technical Support

Your Tasks:
• Provide first-level technical support to employees and customers via email, or Slack channels, promptly and courteously.
• Assist users with software troubleshooting.
• Accurately document all support requests in a ticketing system (Fresh service and Jira), tracking and managing incidents to resolution. Follow established procedures and prioritize requests based on urgency and impact.
• Maintain comprehensive documentation of support procedures, known issues, and frequently asked questions to facilitate efficient problem-solving.
• Work closely with other IT support tiers and departments to resolve issues that require escalation or cross-functional collaboration.
• Identify trends in technical issues and internal procedures and propose improvements to prevent recurring problems. Contribute to the knowledge base to empower users to troubleshoot common issues independently.
• Act as the central point of contact for all incoming support tickets and email communication, providing timely updates to end-users and internal stakeholders regarding the status and progress of their inquiries.


Experience Required:
• A minimum of 2 years of experience as an L1 Support or Ticket Dispatcher or similar position.


Your skills:
• Proven experience in providing technical support or a related field is beneficial.
• Excellent Agile experience working in small teams.
• SQL, Jira, Confluence basics.
• Strong written and oral communication skills being comfortable to communicate across all levels within the business.
• Ability to work independently, prioritise work and know when to seek guidance.
• Flexible attitude and ability to perform well under pressure.
• High attention to detail alongside great time management.
• Strong problem-solving skills and ability to troubleshoot technical issues systematically.

​• Five extra vacation days on top of regulation
​• Sick leave compensation 100% from day one
​• Yearly bonus up to 10%
​• Overtime fully paid or compensated based on your preference
​• A friendly and informal working environment
​• Work-life balance with flexible working hours and the option to work from home
​• Dedicated time for individual training
​• MultiSport card for access to a broad range sport offering
​• Language courses
​• Private Healthcare Package
​• III. Pillar
​• ...& more​