First Level Support (human)

NEURA Robotics; Germany (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

NEURA Robotics is seeking a First Level Support Engineer to be the initial contact for roughly 1,500 developers and business users. You’ll work on-site with a capable IT team and gain opportunities to take on more advanced responsibilities as you grow.

Strong Linux/macOS or Windows experience helps you thrive in this varied environment. You’ll support onboarding, identity management with Entra ID and AD, and ticket handling in Jira, contributing to secure, reliable day-to-day operations across

Qualifications

• Broad familiarity with Windows, Linux and macOS environments.
• Experience in on-site IT support and issue triage.
• Clear written and verbal communication for non-technical users.

Responsibilities

• Serve as first contact for IT issues across developer and business users.
• Manage device lifecycle: procurement, setup, maintenance, and retirement.
• Onboard and offboard users, ensuring secure access from day one.
• Provide hands-on on-site support in a dynamic environment.
• Collaborate with 2nd level teams and escalate when needed.
• Manage identities and access using Entra ID and Active Directory.
• Track tickets in Jira and keep asset data accurate.
• Document configurations and recurring issues for the team.

Skills

Linux

Windows

macOS

Jira

Active Directory

Microsoft Entra ID

Networking basics

Documentation

Education

Completed IT Ausbildung or equivalent qualification

Tools

Jira

Active Directory

Microsoft Entra ID

DNS

VPN

Job description

As a First Level Support Engineer, you'll be the first point of contact for around 1,500 developers and business users — the person who keeps things moving when something breaks and makes sure every new colleague hits the ground running. You'll work on-site with a well-staffed, experienced IT team that genuinely invests in each other's growth, with real scope to take on 2nd level responsibilities as you develop. The IT landscape at Neura is varied, modern, and anything but boring — and if Linux or macOS is where you're most at home, you'll fit right in.

Your mission & challenges

• Serve as the first contact for IT issues across our developer and business user community — diagnosing problems quickly and communicating clearly

• Manage the full device lifecycle: procurement, setup, maintenance, and retirement across Ubuntu, Windows, and macOS environments

• Run user onboarding and offboarding end-to-end, making sure every joiner has what they need from day one and every leaver is offboarded securely

• Work on-site with the team, providing hands‑on support in a dynamic, multi‑system environment

• Collaborate closely with 2nd level colleagues, escalating where needed and picking up more complex topics as you grow into the role

• Manage user identities and access through Microsoft Entra ID and Active Directory — including provisioning, group management, and access reviews

• Track and resolve tickets in Jira, and keep our asset management data accurate and up to date

• Maintain clear documentation of configurations, processes, and recurring issues so the team's knowledge stays shared

What we can look forward to

• Completed IT Ausbildung or equivalent qualification — e.g. Fachinformatiker Systemintegration, IT-Systemelektroniker, or a comparable background

• Solid working knowledge of Ubuntu, Windows, and macOS — confidence across all three matters; strong Linux or macOS skills are a real advantage

• Basic understanding of networking fundamentals — TCP/IP, DNS, DHCP, VPN — enough to diagnose connectivity issues and know when to elevate

• A calm, methodical approach to troubleshooting and a genuine interest in getting to the root of a problem

• Clear communication — you can explain technical issues to non-technical users without making them feel talked down to

• Comfort working in a fast-moving environment with a diverse, international team

• English at B2 level or above — our team is international and English is how we work across borders