Service Desk Technician II

Jobtailor; Deutschland; Remote; EUR 38.000 - 48.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an IT Support professional in Germany to handle escalated tickets, troubleshoot Windows OS, AD tasks, and Microsoft 365 issues. You will support Remote Desktop Gateway usage, VPN access, and hardware deployments across a corporate or MSP environment.

The role emphasizes customer service, documentation, and collaboration with senior engineers on server-related tasks and patch management.

Qualifikationen

• 2–3+ years of recent experience providing technical support in an MSP or corporate IT environment.
• Proficient with Windows 10/11 and basic Windows Server administration (2016 or higher).
• Experience performing common server tasks: user and group management, shared folder permissions, log review, service restarts, basic troubleshooting of AD/DNS/DHCP issues
• Working knowledge of Microsoft 365 administration (license assignments, mailbox management, MFA, Teams/SharePoint basics)
• Familiarity with Remote Desktop Services / Remote Desktop Gateway (user access issues, session resets, profile issues)
• Understanding of core networking concepts (DNS, DHCP, VPN, IP addressing, basic firewall troubleshooting)
• Experience supporting desktops, laptops, printers, mobile devices, and standard business software
• Strong customer service, communication, and documentation skills
• Preferred certifications: CompTIA Security+, Network+, Azure Fundamentals, or equivalent (or in progress)
• Valid driver's license may be required for onsite client support (if applicable)

Aufgaben

• Respond to escalated tickets from Level 1 and provide timely resolution within SLA
• Troubleshoot Windows OS, Microsoft 365, email, remote access, and user access issues
• Perform standard Active Directory tasks (password resets, unlocks, group membership, profile paths)
• Assist with server-related support activities under guidance of senior engineers
• Support users connecting through Remote Desktop Gateway / VPN and troubleshoot session, credential, or MFA issues
• Deploy, configure, and support workstation hardware, approved applications, and peripheral devices
• Assist with patching, updates, and scheduled maintenance tasks as assigned
• Document tickets, resolutions, and SOP revisions accurately in the ticketing system

Kenntnisse

Windows 10/11 Proficiency

Active Directory Administration

Microsoft 365 Administration

Remote Desktop Services Support

Technical Support Experience

Ausbildung

CompTIA Security+

CompTIA Network+

Azure Fundamentals

Tools

Microsoft 365

Active Directory

Remote Desktop Gateway

VPN

Ticketing System

Jobbeschreibung

• Respond to escalated tickets from Level 1 and provide timely resolution within SLA
• Troubleshoot Windows OS, Microsoft 365, email, remote access, and user access issues
• Perform standard Active Directory tasks (password resets, unlocks, group membership, profile paths)
• Assist with server-related support activities under guidance of senior engineers
• Support users connecting through Remote Desktop Gateway / VPN and troubleshoot session, credential, or MFA issues
• Deploy, configure, and support workstation hardware, approved applications, and peripheral devices
• Assist with patching, updates, and scheduled maintenance tasks as assigned
• Document tickets, resolutions, and SOP revisions accurately in the ticketing system

Requirements

• 2–3+ years of recent experience providing technical support in an MSP or corporate IT environment
• Proficient with Windows 10/11 and basic Windows Server administration (2016 or higher)
• Experience performing common server tasks: user and group management, shared folder permissions, log review, service restarts, basic troubleshooting of AD/DNS/DHCP issues
• Working knowledge of Microsoft 365 administration (license assignments, mailbox management, MFA, Teams/SharePoint basics)
• Familiarity with Remote Desktop Services / Remote Desktop Gateway (user access issues, session resets, profile issues)
• Understanding of core networking concepts (DNS, DHCP, VPN, IP addressing, basic firewall troubleshooting)
• Experience supporting desktops, laptops, printers, mobile devices, and standard business software
• Strong customer service, communication, and documentation skills
• Preferred certifications: CompTIA Security+, Network+, Azure Fundamentals, or equivalent (or in progress)
• Valid driver's license may be required for onsite client support (if applicable)

Core Competencies

Demonstrates expertise in technical support, particularly in troubleshooting Windows OS, Microsoft 365, and Active Directory tasks. Proficient in providing customer service and documentation while managing user access and remote connectivity issues.

Highest-signal resume keywords

• Windows 10/11 Proficiency
• Active Directory Administration
• Microsoft 365 Administration
• Remote Desktop Services Support
• Technical Support Experience

ATS Optimization Keywords

Hard Skills

• Windows OS Troubleshooting
• Basic Windows Server Administration
• User and Group Management
• Networking Concepts
• Patch Management
• Workstation Hardware Support
• Email Troubleshooting
• Remote Access Support
• MFA Troubleshooting
• Service Restarts

Soft Skills

• Customer Service Skills
• Communication Skills
• Documentation Skills

Certifications & Qualifications

• CompTIA Security+
• CompTIA Network+
• Azure Fundamentals

Industry Keywords

• MSP
• Corporate IT Environment
• SLA
• DNS
• DHCP
• IP Addressing
• Firewall Troubleshooting

Tools & Technologies

• Microsoft 365
• Active Directory
• Remote Desktop Gateway
• VPN
• Ticketing System