IT Support Specialist

Reporting Line: Team Lead Incident Management & Service Desk

Who are we?

PWO Group is a global company in the mobility industry, shaping environmentally friendly mobility of the future. We are technology leaders in climate-friendly lightweight construction and combine innovation, economic efficiency and sustainability. Our corporate strategy is summarized by PEOPLE. PLANET. PROGRESS.

Your Role

As IT Support Specialist, you are a key point of contact for employees regarding IT incidents, service requests, and workplace-related support topics. You independently resolve first- and selected second-level issues within defined workplace and endpoint technologies while maintaining clear ownership of user communication and ticket coordination. Working within the global Service Desk organization, you provide remote support, perform structured troubleshooting, manage user administration activities, contribute to endpoint management, and coordinate solutions with specialized IT teams and external service providers. In addition to daily support, you lead smaller IT projects and implement technical improvements based on defined requirements, including the implementation and testing of Microsoft Intune policies.

Your Responsibilities Encompass

User Support & Technical Assistance

• Serve as the primary contact for IT incidents and service requests
• Provide professional remote support to users across the PWO Group
• Troubleshoot IT issues and resolve first- and selected second-level support requests within defined technologies
• Manage user communication and provide timely status updates
• Perform end-to-end coordination of complex issues with infrastructure, security, application teams, and external providers
• Maintain ownership of tickets until resolution or closure
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Remote Workplace & Client Support

• Provide first- and second-level support for Windows, Microsoft 365, Teams, Outlook, VPN, printers, and collaboration tools within the defined support scope
• Support software installation, configuration, and remote troubleshooting activities
• Support mobile device enrollment, configuration, compliance, and troubleshooting
• Verify issue resolution and confirm service restoration with users
• Coordinate with local IT teams or service partners when physical intervention is required

User Administration & Identity Management

• Perform standard user administration in Active Directory, Microsoft Entra ID, and Microsoft 365
• Manage user accounts, password resets, group memberships, and approved access requests
• Support remote onboarding and offboarding processes
• Assign licenses according to approved processes and authorization requirements
• Execute user lifecycle activities in line with security and compliance requirements
• Maintain accurate records of completed administrative activities

Incident & Service Request Management

• Process incidents and service requests in accordance with defined service processes
• Perform structured technical analysis, collect relevant diagnostic information, and apply appropriate corrective actions
• Apply documented procedures, knowledge articles, and standard solutions
• Collaborate with specialized support teams and external providers until resolution
• Monitor ticket progress and support adherence to service targets
• Ensure complete, understandable, and accurate ticket documentation

Software Deployment & Endpoint Support

• Manage software deployment activities through approved endpoint management tools
• Monitor software rollouts and verify successful installations
• Maintain standard application assignments according to approved requests
• Support endpoint compliance, analyze deviations, and perform defined remediation activities
• Plan and perform validation and testing activities during rollouts, migrations, and technical changes
• Implement and test Microsoft Intune policies based on defined technical and business requirements
• Act as an escalation contact and coordinate daily technical activities when required, without disciplinary responsibility
• Prepare technical documentation, test results, operational handover information, and user communication
• Support workplace rollouts, migrations, standardization, and service improvement initiatives
• Implement and test Microsoft Intune policies based on approved requirements and technical guidance
• Define project activities, coordinate implementation steps, track progress, and communicate status and risks
• Lead smaller IT projects and coordinate the involved internal teams and external service providers

Small Projects & Technical Implementation

Knowledge Management & Service Quality

• Maintain and improve knowledge articles, user guides, and support documentation
• Contribute practical findings from resolved incidents and service requests
• Support ticket quality assurance and consistent documentation standards
• Identify recurring issues and communicate improvement opportunities
• Share knowledge with colleagues and contribute to continuous service improvement
• Perform predefined infrastructure-related tasks when assigned by specialized teams and supported by documented procedures

Qualifications and Requirements

Education and Experience

• Completed vocational training, apprenticeship, or comparable qualification in Information Technology or a related field
• Approximately 2–5 years of practical experience in IT support, service desk, client support, workplace support, or a comparable role; candidates with up to 6 years of relevant experience are also suitable
• Demonstrated ability to work independently on operational support topics and coordinate technical issues through to resolution
• Good understanding of IT concepts, user administration, endpoint management, and structured troubleshooting
• Practical experience with Microsoft Windows and Microsoft 365 environments is required
• Experience in an international or enterprise IT environment is beneficial but not required

Preferred Knowledge

• Windows client operating systems and common workplace applications
• Microsoft 365 applications including Outlook, Teams, and Office
• Basic SAP knowledge is beneficial
• Active Directory and Microsoft Entra ID fundamentals
• User account, access, onboarding, and offboarding processes
• IT service management, ticketing systems, and remote support tools
• Endpoint management, software deployment, and Microsoft Intune policy implementation
• Practical networking, VPN, printer, endpoint, and mobile device troubleshooting
• English language skills suitable for international user support; German is beneficial

Profile and Mindset

• Structured and reliable approach to support activities
• Strong service orientation and clear communication with users
• Willingness to take ownership and follow issues through to completion
• Pragmatic and methodical approach to troubleshooting and problem solving
• Ability to work collaboratively with users, colleagues, and specialized support teams
• Willingness to expand technical expertise and contribute to workplace and endpoint improvements
• Commitment to accurate documentation, service quality, and continuous improvement

What We Value

We value team members who take responsibility, provide reliable support, and solve technical problems in a structured and practical way. This position combines hands-on operational support with selected second-level responsibilities and smaller implementation projects. It offers the opportunity to strengthen expertise in workplace management, endpoint management, Microsoft Intune, infrastructure, cloud services, identity management, cybersecurity, or other specialist disciplines based on individual strengths and interests.