Level 2 / 3 IT Support Technician (Remote)

About the role

Drees & Sommer is looking for a Level 2 / Level 3 IT Support Technician to join its IT team in a fully remote position. The role provides advanced technical support to internal users across different countries and global regions, and contributes to system administration and network operations so that IT services remain stable and secure. Because of the international scope, working hours are not fixed and may include evening, night, weekend or rotating shifts.

Key responsibilities

• Provide Level 2 and Level 3 IT support to internal users via ticketing systems, email and remote support tools, across multiple countries and time zones.
• Diagnose and resolve advanced hardware, software, operating system and connectivity issues.
• Perform system administration tasks, including user environments, servers and core IT services.
• Provide network support, troubleshooting LAN/WAN, VPN, DNS, DHCP and connectivity issues.
• Support user onboarding and offboarding (accounts, permissions, devices, access).
• Document incidents, requests and resolutions in the IT ticketing tool, and escalate critical issues to specialists or vendors.
• Maintain and update FAQs, runbooks, procedures and standard solutions, and document recurring incidents.
• Follow IT procedures, standards and security policies, and help improve support processes and system reliability.

Required profile

• At least 5 years of experience in IT support, service desk, systems administration or similar roles.
• Proven experience at Level 2 / Level 3 support.
• Strong communication and problem-solving skills.
• Very high level of English (C1).
• Willingness to work fully remotely, shift-based, with non-fixed hours including night shifts.

Required skills

• System administration (Windows and basic Linux)
• Active Directory / Azure AD
• Network basics: VPN, DNS, DHCP
• Microsoft 365 administration
• Ticket handling, SLAs, escalation and root cause analysis

What we offer

• Option of mobile working to support work-life balance
• Individual training and further education at the Drees & Sommer Academy
• Bonus for sports enthusiasts and the option of private health insurance
• Tax advantages for commuting and meal expenses, plus a referral programme and tax benefits for kindergarten expenses