2nd Level IT Support (m/f/d)

Location: Cologne Office

BUSINESS UNIT

Join our Corporate IT team, the technology backbone of HRS, enabling our people and business to work securely, efficiently, and at scale. We provide and continuously evolve the digital workplace, IT services, identity and access, collaboration platforms, endpoint management, and cloud technologies that power HRS across locations. Working closely with business teams and technology partners, we turn business needs into reliable, scalable, and user-focused technology solutions.

We go beyond traditional IT support by combining service management, workplace technology, Microsoft 365, cloud, identity, security, and technology operations into an integrated IT ecosystem. Through automation, standardization, self-service, and continuous improvement, we simplify the employee experience, strengthen operational resilience, and create a scalable technology foundation that supports HRS's ongoing transformation and growth.

We are looking for a service-oriented and motivated 2nd Level IT Support (m/f/d) to join our Corporate IT team in Cologne. In this role, you will support our international workforce, resolve complex technical issues, and contribute to the continuous improvement of our modern workplace environment.

Your Responsibilities

• Provide 2nd level support for incidents and service requests.

• Act as the primary point of contact for IT support inquiries and technical issues in the Cologne office.

• Troubleshoot hardware, software, mobile device, and workplace technology issues.

• Manage user accounts, access rights, onboarding, and offboarding activities.

• Support and maintain Microsoft 365, Windows clients, and endpoint management solutions.

• Coordinate software deployments, client updates, and device lifecycle management.

• Manage and maintain meeting room technology, including video conferencing equipment and Microsoft Teams Rooms.

• Oversee the technical operation and support of the auditorium, including audiovisual equipment, microphones, and presentation systems, as well as hosting and supporting events.

• Provide support and troubleshooting for office printers, network connectivity, and other workplace IT infrastructure.

• Coordinate and monitor incoming IT support tickets on the ITSM board, ensuring proper assignment, prioritization, follow-up, and timely resolution.

• Create and maintain technical documentation and knowledge base articles.

• Deliver IT onboarding sessions and end-user training.

• Manage IT assets, inventory, and software licensing.

• Collaborate with vendors, external service providers, and internal IT teams to ensure smooth daily IT operations.

• Analyse recurring issues and drive continuous service improvements.

• Participate in IT infrastructure and workplace projects.

Your Profile

• Completed vocational training or degree in IT, Computer Science, or a comparable qualification.

• Several years of experience in IT Service Desk, End User Computing, or 2nd Level Support.

• Good understanding of ITIL processes and ITSM tools.

• Experience with Microsoft Windows, Microsoft 365, Entra ID, Intune, and endpoint management.

• Strong analytical and problem-solving skills.

• Customer-focused and service-oriented mindset.

• Excellent communication and teamwork skills.

• Ability to manage multiple priorities in a dynamic environment.

• ITIL certification is a plus.

• Fluent English, written and spoken; German is a plus.