IT Support Specialist (First-Level Support) - Project Management

About the Role

As the primary point of contact in First-Level Support within Project Management for our Business Process Outsourcing process, you will be the first point of contact for our customers and employees, ensuring their concerns are handled quickly and professionally.

Responsibilities

• Receiving and processing incoming requests via email, ticket system, or phone.
• Initial error analysis and resolution of standard problems.
• Escalating complex issues to Second Level Support in development or specialist departments, including documentation.
• Maintaining, documenting, and expanding the internal knowledge base (Wiki).
• Assisting with system usage (e.g., onboarding new customers, explaining features).
• Gathering customer feedback and proactive communication regarding known disruptions or maintenance work.

Qualifications

• Initial experience in IT Support or Customer Service, ideally in a SaaS/B2B environment.
• Basic understanding of web applications, user roles, access rights, and IT systems.
• Strong customer and service orientation, with a friendly and professional demeanor.
• Very good written and spoken German and English skills.
• Structured working method, reliability, and teamwork skills.
• Experience with ticketing systems is an advantage.

What We Offer

We offer an innovative, collegial work environment in a team of international colleagues who make the impossible possible together. Continuous exchange between our locations in Dresden (Germany), Hanoi (Vietnam), and Birmingham (UK) is paramount. This provides an opportunity for personal and professional development while experiencing different cultures. We offer various further training opportunities and are happy to help you find the right path.

Your Workplace

Your workplace is located directly on the Elbe river, with a magnificent view of the Dresden Elbe castles and a beautiful garden where you can spend your lunch break with colleagues or simply enjoy the sun. Our Spectos Campus is easily accessible by bike, car, or public transport.

Agile Working Method

With our agile working method, you will have the opportunity to shape your topics and tasks flexibly. You will also receive regular feedback and always know where you stand.

What Else Awaits You

For the health of our employees, we offer fresh fruit daily, lunch catering, regular team sports events, and of course, the occasional after-work party.

Ready to Apply?

If we've sparked your interest, we look forward to receiving your comprehensive application, including your salary expectations and earliest possible start date.