As 1st/2nd Level Support at danad, you are the first point of contact for our customers with technical questions and incidents in the Microsoft environment. You receive requests, analyze incoming tickets and resolve problems independently – or escalate them to the relevant experts. You work closely with our engineering team to ensure fast, competent and reliable customer support. You actively contribute to improving our support processes and help make our service continuously better.
What you'll do
Receiving, classifying and processing support requests via phone, email and ticketing system
Error analysis and problem solving in the Microsoft 365, Azure and on-premise environment (Windows Clients, Windows Server, Active Directory)
Setup, management and maintenance of user accounts, permissions and group policies
Support and troubleshooting of Windows client and Windows Server environments
Carrying out deployments and smaller customer projects – from planning to handover
Documenting solutions and maintaining the knowledge base
Proactive communication with customers about processing status
Contributing to the optimization of internal support processes and workflows
What we're looking for
Completed IT training (e.g. IT specialist for system integration) or comparable qualification
Initial experience in IT support, helpdesk or a comparable role
Knowledge of Microsoft 365, Azure AD / Entra ID, Windows Clients and Windows Server
Experience with Active Directory, group policies and basic networking
Hands-on experience with deployments or smaller IT projects is a plus
Strong service orientation and enjoyment of working with customers
Structured, solution-oriented and independent work approach
Excellent German language skills (written and spoken)
English language skills are desirable but not required
What we offer
Flexible working – from our office in Augsburg with home office options
Regular training and Microsoft certifications
A motivated team with flat hierarchies and short decision paths
Modern tools and technologies in the Microsoft ecosystem