• Young & supportive team - in a fast-growing international business environment 
• Learn & develop yourself - help you craft your career path with (INNIO learning, free language courses according to business needs 
• Hybrid working - 50% Office, 50 % Home Office with flexible working hours 
• Cafeteria package with various options - SZÉP Card, Cash option, Nursery & kindergarten support 
• Medicare Spring White Package- from the first day of employment 
• Easily accessible location - in the heart of the most vibrant campus area in Budapest (location: 13rd District, easy to approach by Metro Line 3) 
• Take a break - Recharge your batteries with free coffee and tea selection in the kitchen area 
• Live an active lifestyle – activate your AYCM pass 

Your Responsibilies:

• Act as the first point of contact for IT support through phone, email, chat, and self-service channels. 
• Log, categorize, prioritize, and manage support tickets using ITSM tools such as ServiceNow or Jira Service Management.
• Resolve common Level 1 incidents involving end-user devices, hardware, software, Microsoft 365 email, printers, VPN, and network connectivity.
• Follow documented SOPs to provide consistent and efficient technical support.
• Focus on First-Level Resolution (FLR) to resolve as many incidents as possible at the initial point of contact.
• Route or escalate issues to Level 2 or specialist teams when they fall outside the role’s scope.
• Escalate high-priority and major incidents in line with defined escalation procedures and SLA requirements.
• Maintain clear ticket documentation and contribute resolved issues to the knowledge base.
• Monitor support queues and dashboards to ensure SLA targets are consistently met across shifts.
• Collaborate with global IT teams to maintain service continuity and ensure effective handovers between shifts.

Your Profile:

• A high school diploma or equivalent is required, while an associate degree in IT or a related field is preferred. 
• 1–2 years of experience in a help desk, service desk, or technical support role is required.
• Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft 365 Fundamentals, or an equivalent are preferred.
• Familiarity with Microsoft Windows 10/11 and the Microsoft 365 suite is expected.
• Experience with Azure AD and Active Directory, including account and password management, is beneficial.
• Knowledge of ITSM ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice is required.
• A basic understanding of networking and endpoint troubleshooting is necessary.
• The role requires the ability to follow SOPs accurately and escalate issues appropriately when needed.
• Strong written and verbal communication skills in English are essential, while German, Spanish, Portuguese, or other languages are a plus.
• A customer-oriented mindset, excellent interpersonal skills, and the ability to work independently and collaboratively under pressure in a global, multicultural environment are essential.