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

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 comprehensibly and bringing them to resolution independently • Fluent German and English complete your profile