2nd Level Service Desk Agent (m/w/d) – Berlin

About This Opportunity

We are representing a confidential managed services provider in Berlin that delivers cloud infrastructure, network solutions, and professional IT services to enterprise clients. They need a 2nd Level Service Desk Agent to join their technical support team in a role that balances remote work with occasional client site visits.

This is a hands-on position where you'll resolve incidents, manage service requests, and support users across Microsoft-based environments. You'll work closely with senior engineers, gain exposure to real client IT landscapes, and have clear paths to technical certifications and career growth.

Responsibilities

• Resolve incidents and service requests via ticketing system and hotline, ensuring fast and reliable solutions
• Classify, prioritize, and document requests while maintaining SLA compliance
• Support Microsoft Server, Windows Clients, and end-user environments including hardware provisioning through Intune
• Visit client sites approximately once every two weeks to understand their IT infrastructure and deliver tailored solutions
• Collaborate with team members to solve complex technical challenges

What We're Looking For

• Completed IT apprenticeship (Fachinformatiker) or comparable qualification
• Strong knowledge of Microsoft 365, Entra (Azure AD), and Exchange Online
• Experience supporting Windows Clients and Windows Server environments
• Hands-on experience with hardware provisioning via Intune
• Basic knowledge of Microsoft Azure and antivirus solutions
• German language skills at C1 level
• Residence in the Berlin region
• Microsoft certification (or willingness to obtain one) is a strong plus

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening. If there's a strong match, we'll submit you to our client for consideration. The client typically conducts a brief video interview (20–30 minutes) with the technical team, followed by a more detailed technical interview if there's mutual interest.

Important: Please apply only through Get A Job.ai. Do not contact the client directly, as we manage the entire recruitment process on their behalf.

Benefits Through Our Client

• Remote-first work model with flexible hours and minimal travel
• Professional development including vendor trainings and technology certifications (Microsoft Azure, Fortinet, Sophos, and others)
• Mentoring from senior engineers
• Modern hardware and home office setup
• JobRad and Egym/Wellpass fitness benefits
• Air-conditioned office space when on-site

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive recruitment practices. We encourage applications from all qualified candidates regardless of background, identity, or circumstance.