Freelancer 1st Level IT-Support (m/w/d)

Role Overview

Position: Freelance 1st Level IT Support
Engagement: Project-based, on-demand
Location: Remote (EU-based welcome)

About the Opportunity

We are seeking freelance support for our 1st Level IT Support, engaged on a project basis as needed. The inbound call service will be scheduled by agreement. You will be the first point of contact for users with IT concerns, ensuring prompt, friendly, and solution-oriented handling of incoming requests. Nearshoring within the EU is explicitly welcome, with reliable availability and excellent German language skills being key requirements.

Your Responsibilities

• Receive and process incoming calls (inbound) in 1st Level Support.
• Record, classify, and prioritize incidents and requests in the ticketing system.
• Perform initial analysis and resolution of standard problems (e.g., password resets, access rights, basic hardware/software issues).
• Escalate complex cases to 2nd/3rd Level Support with thorough documentation.
• Communicate clearly, friendly, and service-orientedly with callers.
• Flexibly take on shifts or time slots as agreed upon.

Your Qualifications

• Experience in IT and/or Support, ideally in 1st Level IT Support.
• Very good German language skills (written and spoken) are mandatory.
• Basic technical understanding.
• Friendly, patient, and solution-oriented demeanor on the phone.
• Independent work style and reliability for project-based assignments.
• Residency within the EU is acceptable.
• Must have own trade registration or be a freelancer.

What We Offer

• Work within a friendly and supportive team.
• High flexibility with the possibility of remote work.
• Opportunities for personal and professional development.