2nd Level IT Support Specialist at Avacone in Munich, Bavaria, DE

About the Role

We are looking for an experienced and customer-oriented 2nd Level IT Support Specialist to join our growing international team.

In this role, you will resolve complex technical issues that have been escalated from the Service Desk, provide expert technical support, and contribute to the stability and continuous improvement of our customers’ IT environments. You will work closely with 1st Level Support, Infrastructure, Cloud, and Engineering teams to ensure fast and effective incident resolution.

Key Responsibilities

• Resolve escalated incidents and service requests from 1st Level Support
• Diagnose and troubleshoot complex hardware, software, and infrastructure issues
• Administer and support Microsoft Windows Server environments
• Manage Active Directory, Microsoft Entra ID, and Microsoft 365 environments
• Support Microsoft Exchange Online and Teams administration
• Manage user permissions, Group Policies, and identity-related issues
• Support virtualization environments (VMware and Hyper-V)
• Troubleshoot networking issues including TCP/IP, DNS, DHCP, VPN, VLANs, and firewalls
• Support endpoint management using Microsoft Intune and Microsoft Endpoint Manager
• Perform system administration and maintenance tasks
• Document solutions and contribute to the internal knowledge base
• Work closely with infrastructure and project teams during migrations and implementations
• Ensure compliance with SLAs and ITIL best practices
• Participate in on-call support when required

Required Qualifications

• Completed vocational training in Information Technology or equivalent qualification
• Minimum 3 years of experience in 2nd Level IT Support or Systems Administration
• Strong experience with Microsoft technologies
• Excellent troubleshooting and analytical skills
• Experience supporting enterprise IT environments
• Ability to work independently and prioritize multiple tasks
• Strong customer service and communication skills

Required Technical Skills

Operating Systems

• Microsoft Windows 10
• Microsoft Windows 11
• Windows Server 2016/2019/2022

Microsoft Technologies

• Microsoft 365
• Microsoft Exchange Online
• Microsoft Teams
• SharePoint Online
• OneDrive
• Active Directory
• Microsoft Entra ID
• Microsoft Intune
• Microsoft Endpoint Manager
• Group Policy (GPO)

Infrastructure

• DNS
• DHCP
• TCP/IP
• VPN
• VLAN
• Remote Desktop Services
• File & Print Services

Virtualization

• VMware vSphere
• Microsoft Hyper-V

ITSM Tools

Experience with one or more of the following:

• ServiceNow
• Jira Service Management
• HaloITSM
• Freshservice
• Zendesk
• ManageEngine ServiceDesk Plus

Preferred Qualifications

• Microsoft certifications (MD-102, AZ-104, MS-102 or equivalent)
• ITIL Foundation certification
• Experience with Azure
• Basic PowerShell scripting
• Experience with backup and recovery solutions
• Experience supporting cloud and hybrid environments
• Experience in Managed Services (MSP)

Languages

• German: Native or C2 level
• English: B2 level or higher

Personal Competencies

We are looking for someone who is:

• Customer-focused
• Analytical and solution-oriented
• Reliable and accountable
• Organized and detail-oriented
• Able to work independently
• Team-oriented
• Proactive and eager to learn
• Calm under pressure
• Committed to delivering excellent service