Senior Agent IT Support First Level (w/m/x)

Douglas Group Technology GmbH & Co. KG; Düsseldorf; On-site; EUR 55,000 - 75,000; Full time

Job summary

Douglas Group Technology GmbH & Co. KG sucht eine erfahrene Senior IT-Support-Fachkraft. Sie übernehmen den Erstkontakt bei IT-Anfragen der Mitarbeitenden und Stores, analysieren komplexe Probleme, arbeiten eng mit internen Teams sowie externen Dienstleistern zusammen und minimieren Ausfallzeiten.

Sie identifizieren Ursachen, dokumentieren Schritte im Ticketsystem und pflegen die Wissensdatenbank, um Lernen und Best Practices zu fördern. Fließendes Deutsch und Englisch sind Voraussetzung.

Qualifications

• Relevante Berufserfahrung im IT-Support oder in einer vergleichbaren Rolle.
• Vertraut mit Microsoft-Betriebssystemen, Windows-Anwendungen und PC-Netzwerken.
• Service- und lösungsorientierte Arbeitsweise bei mehreren Anfragen.
• Faires Erklären komplexer IT-Themen für Kolleginnen und Kollegen.
• Strukturierte Arbeitsweise und eigenständige Problemlösung.
• Fließendes Deutsch und Englisch.

Responsibilities

• Erstlinien-Support für IT-Anfragen von Douglas-Mitarbeitenden und Stores.
• Eingehende Tickets prüfen, priorisieren, offene Punkte klären und Weiterleitungen organisieren.
• Sicherstellen einer reibungslosen Kommunikation mit den relevanten Abteilungen.
• Regelmäßiges Nachfassen bei offenen Tickets.
• Dokumentation der Verarbeitungsschritte im Ticketsystem und Pflege der Wissensdatenbank.
• Koordination externer Dienstleister im Ticketprozess.

Skills

IT-Support-Erfahrung

Windows-Know-how

Netzwerkgrundlagen

Serviceorientierung

Problemlösungskompetenz

Deutsch & Englisch

Education

Kein Abschluss erforderlich

Job description

The Douglas IT Support team makes sure employees and stores across Europe get fast, reliable help whenever technical challenges get in the way.

We are looking for an experienced Senior IT Support professional who confidently resolves complex technical requests while keeping smooth operations in stores and at headquarters in mind. In this role, you are the go‑to contact for topics that go beyond first‑level support, you analyze the root causes of issues and work closely with internal teams as well as external service providers. The goal is to keep downtime of IT systems and hardware to a minimum, so colleagues and stores can get back to work as quickly as possible. A well‑established team is looking forward to your support.

TASKS WITH IMPACT

• You are responsible for first-level technical support for IT requests from Douglas employees and stores.
• You review, assess and prioritise incoming tickets, clarify open points directly with the requesters, and forward enquiries to the right contacts.
• As first-level support, you ensure smooth communication with the relevant departments.
• You consistently follow up on open tickets.
• You document processing steps transparently in the ticketing system and maintain the knowledge database to enable learning and the exchange of best practices.
• You manage and coordinate external service providers as part of ticket processing.

YOUR SKILLS

• You already bring relevant professional experience in IT support or a comparable role
• Common Microsoft operating systems, everyday Windows applications and PC network technology are familiar territory for you
• Solid knowledge of [supported software / specialist topic – please specify] rounds off your profile
• Requests you handle in a service‑and‑solution‑oriented way, even when several topics need your attention at the same time
• Explaining complex technical topics clearly to colleagues without an IT background comes naturally to you
• Tasks you approach in a structured way, documenting your steps comprehensively and bringing them to resolution independently
• Fluent German and English complete your profile

DO YOU RECOGNIZE YOURSELF?

As an international employer, we stand for equal opportunities and diversity. We therefore welcome applications from mothers, fathers, people with disabilities and people from the LGBTQIA+ community. Please let us know if, for example, we should use a gender-neutral pronoun, if you need barrier-free access to our offices or if we should allow more time for the application process.
We look forward to hearing from you!

About the DOUGLAS Group

The DOUGLAS Group, with its commercial brands DOUGLAS, NOCIBÉ, Parfumdreams and Niche Beauty, is the number one omnichannel premium beauty destination in Europe. The DOUGLAS Group is inspiring customers to live their own kind of beauty by offering a unique assortment online and in around 1,970 stores. With unparalleled size and access to customers, the DOUGLAS Group is the partner of choice for brands and offers a premium range of selective and exclusive brands as well as own corporate brands. The assortment includes fragrances, color cosmetics, skin care, hair care, accessories as well as beauty services. Strengthening its successful omnichannel positioning while consistently developing superior customer experience is at the heart of the DOUGLAS Group strategy “Let it Bloom”. The winning business model is underpinned by the Group’s omnichannel proposition, leading brands, and data capabilities. In the financial year 2024/25, the DOUGLAS Group generated sales of 4.58 billion euros and employed more than 19,900 people across Europe. The DOUGLAS Group (Douglas AG) is listed at the Frankfurt Stock Exchange.

Anstellungsart: vollzeit jobs

Art des Stellenangebotes: Intern

Fähigkeiten

• Es ist kein Abschluss erforderlich
• Du beherrscht Englisch

Was wir bieten

Vertrag: vollzeit jobs