We are looking for a 1st Level Support Specialist to join our team in Gjakovë. In this role, you will provide frontline IT support services for a Swiss company, acting as the first point of contact for employees and clients. You will handle incoming requests, resolve standard IT issues, and escalate complex cases when necessary. This position requires previous IT support experience, strong communication skills, and the ability to work in a structured and professional environment.

Responsibilities:

• Deliver first-level IT support via phone, email, and ticketing system.

• Troubleshoot and resolve common technical issues (login problems, password resets, software usage, connectivity, etc.).

• Register, classify, and prioritize incoming support tickets.

• Provide clear and practical instructions to users.

• Escalate unresolved or advanced issues to 2nd Level Support with complete documentation.

• Ensure timely follow-up and closure of support cases.

• Maintain internal documentation and contribute to knowledge base articles.

Requirements:

• Previous professional experience in IT support/helpdesk is required.

• Excellent communication skills in German (preferred) or English; knowledge of both is a strong advantage.

• Solid understanding of IT systems, software, and basic networking.

• Strong problem-solving and multitasking abilities.

• Service-oriented attitude with a focus on customer satisfaction.

Working Hours:

• Based on-site at our office in Gjakovë

• Monday to Friday

• 08:00 – 17:30 (with a 1-hour break)

What We Offer:

• A stable position in Gjakovë with the opportunity to work for a renowned Swiss company.

• Structured onboarding and professional training.

• Clear career path with potential to grow into higher-level IT support roles.

• Supportive, professional, and growth-focused work environment.