1st Level Support Engineer (m/f/d)

Aquila Capital offers compelling investment opportunities that drive global decarbonisation. Specialising in clean energy, green infrastructure and sustainable real estate, we are providing tailored fund vehicles and investment solutions with a focus on sustainability and aim to become one of the leading asset managers for sustainable investment strategies in Europe with a global reach.

For our office in Hamburg or Frankfurt, alternatively in Düsseldorf, we are looking for an

1st Level Support Engineer (m/f/d)

Brief Description

The 1st Level Support Engineer is responsible for providing initial technical support and troubleshooting for end users, ensuring prompt resolution of IT incidents and service requests. This role acts as the first point of contact for IT-related issues, delivering excellent customer service and escalating complex problems to higher support levels when necessary.
 

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.

• Diagnose and resolve basic IT issues related to hardware, software, network, and workplace applications (e.g., Windows, M365, Teams, SharePoint, printers).

• Log, track, and manage incidents and service requests in the ITSM system, ensuring timely and accurate documentation.

• Escalate unresolved or complex issues to 2nd or 3rd level support teams according to defined procedures.

• Provide guidance and support for standard IT processes such as password resets, account management, and device setup.

• Support onboarding and offboarding processes for users, including device provisioning and access management.

• Communicate clearly and professionally with users, ensuring high levels of customer satisfaction.

• Follow IT policies, procedures, and security guidelines.

• Contribute to the creation and maintenance of knowledge base articles and user documentation.

• Participate in continuous improvement initiatives for support processes and user experience.
   

Qualifications

• Completed vocational training or degree in IT, computer science, or a related field.

• Experience in IT support, helpdesk, or customer service roles.

• Basic knowledge of IT infrastructure, workplace applications, and troubleshooting techniques.

• Familiarity with Microsoft 365, Windows OS, and common workplace tools.

• Strong communication and interpersonal skills.

• Ability to work in a structured, service-oriented, and team-based environment.

• Problem-solving mindset and willingness to learn.

• Fluent in English, German B2 are an advantage.