Support Technician

Location: Kolumbusstr. 62 Euskirchen
Hours: Full-time, 40 hours per week (typically Monday-Friday)
Reporting to: IT Service Operations Manager

Join Our IT Team

We're looking for a passionate and customer-focused Support Technician to join our growing IT team. This is an exciting opportunity for someone who enjoys solving problems, helping people, and working with technology in a fast-paced business environment.

As the first point of contact for IT support across the organisation, you'll play a vital role in ensuring colleagues receive exceptional technical assistance and outstanding customer service. You'll be responsible for diagnosing and resolving IT issues, managing service requests, maintaining our knowledgebase, and supporting wider IT projects that enhance the user experience across the business.

If you're proactive, motivated, and thrive on delivering excellent customer support, we'd love to hear from you.

What You'll Be DoingIT Support & Service Desk

• Act as the first point of contact for IT-related incidents and service requests.
• Diagnose and resolve hardware, software, and application issues efficiently.
• Log, manage, and update support tickets through the helpdesk system.
• Monitor and prioritise tickets to ensure service levels are met.
• Escalate more complex issues to senior IT team members when required.

Customer Service

• Deliver a first-class support experience to colleagues across the business.
• Communicate clearly and professionally, keeping users informed throughout the resolution process.
• Manage expectations and ensure a positive customer experience.

Knowledge Sharing & Continuous Improvement

• Create and maintain knowledgebase articles, guides, and solutions.
• Identify recurring issues and recommend improvements to prevent future incidents.
• Contribute ideas to improve support processes and overall service delivery.

Project Support

• Assist with the planning, testing, and implementation of IT projects.
• Support the rollout of new technologies and solutions across the business.
• Help document processes and procedures for new systems and services.

Team Collaboration

• Work closely with colleagues across the IT function.
• Share knowledge and contribute to a collaborative team environment.
• Support the ongoing success of the IT Service Desk.

What We're Looking ForEssential Skills & Experience

• Previous experience in a customer-facing IT support role, ideally within a Service Desk environment.
• Strong troubleshooting skills across hardware, software, and IT systems.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Experience using helpdesk or ticket management systems.
• Strong organisational skills with the ability to prioritise workloads and meet deadlines.
• Experience documenting solutions and maintaining support knowledgebases.

Desirable Skills & Experience

• Experience working with escalation processes and second- or third-line support teams.
• Knowledge of Active Directory, Microsoft Windows, and Microsoft 365 applications.
• Understanding of ITIL principles or IT service management best practices.
• Experience supporting mobile devices, including iOS and Android.
• Basic understanding of networking and IT infrastructure.

What You'll Bring

We're looking for someone who embodies our values:

• Trusted – Reliable, accountable, and committed to delivering high standards.
• Passionate – Enthusiastic about technology and helping others.
• Dynamic – Proactive, adaptable, and solutions-focused.
• Collaborative – A strong team player who builds positive working relationships.

Why Join Us?

This is an excellent opportunity to develop your IT career within a supportive and forward-thinking team. You'll gain exposure to a wide range of technologies, contribute to exciting projects, and play a key role in delivering outstanding IT services across the business.

Ready to take the next step in your IT career? Apply today and become part of our team.

Job Type: Full-time

Work Location: In person