Job Advertisement – IT Helpdesk & Support Specialist (German-speaking)

Location: Prishtina
Employment Type: Full-time

About the Role

We are seeking a motivated IT Helpdesk & Support Specialist with strong technical skills and language proficiency to join our IT Operations team. In this role, you will provide first-level and second-level support, ensure smooth operation of IT systems and applications, and deliver excellent service to end-users across our international teams. You will be responsible for diagnosing and resolving incidents, escalating issues when needed, and contributing to the stability and performance of our client IT infrastructure.

Key Responsibilities

• Operation, maintenance, and monitoring of IT infrastructure and systems.
• Providing first-level and second-level support and troubleshooting for end-users.
• Finding solutions from previous cases using the Knowledge Base.
• Working through the life cycle of help desk incidents, from logging to closure.
• Collecting and documenting information on issues to escalate to higher support levels if necessary.
• Closing, re-assigning, and tracking tickets within the ITSM system.
• Guiding customers through troubleshooting steps and ensuring high-quality user experience.
• Monitoring available tools to identify and resolve issues proactively.
• Meeting and exceeding IT Operations quality metrics, SLAs, and KPIs.
• Ensuring high availability and rapid response to customer issues and escalations.
• Creating accurate documentation of customer interactions and diagnostics.

Requirements & Qualifications

• University degree in Computer Science, Information Technology, or a related field.
• Languages: German (B2+) and English (B2+) – both verbal and written.
• ITIL Certification
• 2–3 years of proven experience in Helpdesk / IT Support (1st & 2nd level) or IT Operations in a healthcare institution
• Solid knowledge of Jira / Confluence and administration of the same
• Strong debugging and troubleshooting skills with a structured and analytical approach.
• Ability to clearly define responsible escalation points in a multi-supplier project.
• Hands-on experience with:
  • 1st Level Support:
    • User account management (Active Directory, Microsoft 365).
    • Installation, configuration, and troubleshooting of Windows/Linux OS.
    • Printer, email, and hardware/software support.
    • Ticket logging, tracking, and escalation via ITSM tools.
  • 2nd Level Support:
    • Advanced troubleshooting of operating systems, business applications and clinical applications
    • Networking basics (TCP/IP, DNS, DHCP, VPNs, Wi-Fi).
    • Experience with remote access tools and endpoint management.
    • Knowledge of server environments (Windows Server, Linux administration basics).
    • Escalation handling and cooperation with higher-level support or vendors.
• Solid knowledge of service level agreements (SLAs), KPIs, and IT best practices.
• Familiarity with IT security concepts (antivirus, endpoint protection, access rights).
• High level of commitment with a service-oriented mindset.
• Strong communicator, able to explain technical issues clearly to both technical and non-technical users, especially clinical and non-clinical staff.
• Team player with excellent collaboration and interpersonal skills.
• Ability to work in a fast-paced environment with logical and analytical problem-solving.
• Passion for technology and willingness to continuously learn and grow.

What We Offer

• Dynamic and international working environment.
• Opportunity to be part of a skilled IT Operations team supporting global projects.
• Professional growth and continuous learning opportunities.
• Competitive compensation and benefits package.

Application Process:

Please submit your application before October 10, 2025, at [email protected] . Ensure to include "IT Helpdesk & Support Specialist (German Speaking)" as the subject of your email.