German C1 and above is a must
Freelance IT Service Desk Agent (gn)
Location:
Brühl (Hybrid – 2–3 days onsite)
Start:
Immediately
Languages:
German & English
Workload:
Full-time
Role Overview
We're looking for an experienced Freelance
IT Service Desk Agent
to support 1st & 2nd level operations, ensure SLA compliance, and handle day-to-day IT support in a hybrid environment. This role requires strong hands-on troubleshooting skills, ITSM experience, and confidence in user support and system management.
Key Responsibilities
* 1st & 2nd level support with incident, service request, and change handling
* Troubleshooting Windows, hardware, and medium-level issues (incl. remote support)
* User & permission management (Windows & basic Unix)
* Software deployment via
SCCM / Intune (Microsoft Endpoint Management)
* IT rollouts (Windows, printers, devices) and asset management
* Documentation, SLA tracking, and ticket resolution
* User training and technical guidance
* Managing digital signage solutions (GoBright)
Prerequisites (Must-Have):
5+ years of experience in IT customer support
Strong knowledge of
Windows 10/11
, iOS/Android
Experience with
ServiceNow or similar ITSM tools
Hands-on experience with
SCCM, Intune, DHCP
Solid understanding of incident, problem & asset management
Experience with client hardware (PCs, notebooks, workstations)
ITIL v4 Foundation certification
Fluent in
German & English
(German is a must at least B2)