IT Support Agent

About the role

We are looking for an IT Support Agent to provide day‑to‑day technical assistance for customer‑facing issues within the Digital Extras landscape. You will analyse, prioritise, track and resolve support tickets while ensuring clear communication with customers and internal teams.

Key responsibilities

• Analyse, prioritise, track and resolve customer support tickets.
• Provide prompt, accurate feedback to customers, Service & Operations, Customer Service and Product teams.
• Diagnose issues, research solutions or work‑arounds, perform fault rectification and escalate when necessary.
• Track incidents, problems and changes from start to finish.
• Create and maintain support use cases, documentation and knowledge base articles.
• Identify recurring error patterns and feed them into continuous‑improvement initiatives.
• Assist in hardware and software evaluations and recommend upgrades.
• Participate in daily, bi‑weekly and ad‑hoc sessions to present complex cases and collaborate with system owners.

Required profile

• Bachelor’s degree in IT, Computer Science, IT Engineering, Business Informatics or Mathematics.
• Fluent English (B2‑C1) mandatory; German and additional languages are a plus.

Required skills

• ITIL‑aligned incident, problem and change management.
• Experience with ticketing tools such as ServiceNow or equivalent.
• Proficiency with knowledge‑base platforms like Confluence.
• Strong troubleshooting skills across application, data and environment layers.
• Basic system‑engineering knowledge for handling complex cases.
• Ability to evaluate hardware and software and suggest improvements.