1st Level Support Engineer (m/f/d)

Aquila Capital; Hamburg; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

A leading asset management firm based in Hamburg is seeking a 1st Level Support Engineer to provide initial technical support and troubleshooting for end users. The role involves assisting users with IT-related issues, maintaining documentation, and ensuring a high level of customer satisfaction. Ideal candidates will have a vocational training or degree in IT, experience in support roles, and familiarity with Microsoft 365 and Windows OS. Fluency in English and knowledge of German is preferred.

Qualifikationen

• Experience in IT support, helpdesk, or customer service roles.
• Basic knowledge of IT infrastructure and troubleshooting techniques.
• Fluent in English, German B2 an advantage.

Aufgaben

• Serve as the first point of contact for users seeking technical assistance.
• Diagnose and resolve basic IT issues related to hardware and software.
• Log, track, and manage incidents in the ITSM system.

Kenntnisse

Technical support

Customer service

Problem-solving

Communication skills

Interpersonal skills

Ausbildung

Completed vocational training or degree in IT

Tools

Microsoft 365

Windows OS

Jobbeschreibung

Overview

Aquila Capital offers compelling investment opportunities that drive global decarbonisation. Specialising in clean energy, green infrastructure and sustainable real estate, we are providing tailored fund vehicles and investment solutions with a focus on sustainability and aim to become one of the leading asset managers for sustainable investment strategies in Europe with a global reach.

For our office in Hamburg or Frankfurt, alternatively in Düsseldorf, we are looking for a

1st Level Support Engineer (m/f/d)

The 1st Level Support Engineer is responsible for providing initial technical support and troubleshooting for end users, ensuring prompt resolution of IT incidents and service requests. This role acts as the first point of contact for IT-related issues, delivering excellent customer service and escalating complex problems to higher support levels when necessary.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve basic IT issues related to hardware, software, network, and workplace applications (e.g., Windows, M365, Teams, SharePoint, printers).
• Log, track, and manage incidents and service requests in the ITSM system, ensuring timely and accurate documentation.
• Escalate unresolved or complex issues to 2nd or 3rd level support teams according to defined procedures.
• Provide guidance and support for standard IT processes such as password resets, account management, and device setup.
• Support onboarding and offboarding processes for users, including device provisioning and access management.
• Communicate clearly and professionally with users, ensuring high levels of customer satisfaction.
• Follow IT policies, procedures, and security guidelines.
• Contribute to the creation and maintenance of knowledge base articles and user documentation.
• Participate in continuous improvement initiatives for support processes and user experience.

Qualifications

• Completed vocational training or degree in IT, computer science, or a related field.
• Experience in IT support, helpdesk, or customer service roles.
• Basic knowledge of IT infrastructure, workplace applications, and troubleshooting techniques.
• Familiarity with Microsoft 365, Windows OS, and common workplace tools.
• Strong communication and interpersonal skills.
• Ability to work in a structured, service-oriented, and team-based environment.
• Problem-solving mindset and willingness to learn.
• Fluent in English, German B2 are an advantage.