First-Level Support / Help Desk Representative (m/f/d)

About the Company

Eschenbach Optik GmbH is a globally recognized supplier of eyewear, vision aids, and recreational optical products. From its headquarters in Nuremberg, the company’s around 300 skilled employees work to enhance quality of life and enjoyment through innovative optical solutions. Its products are designed to combine strong functionality with modern design and advanced technology, helping set benchmarks in the optical sector.

Role Overview

The organization is looking for a First-Level Support / Help Desk Representative to join the IT support function in Nuremberg. This role is focused on handling incoming user issues, providing first-contact assistance, and ensuring timely routing and documentation of requests.

Key Responsibilities

• Take in support requests by phone, email, chat, and through the ticketing platform, then sort them by urgency and priority.
• Resolve straightforward technical problems at first contact whenever possible, and pass more complex cases on to second-level support.
• Assist users with common software and hardware topics, including PCs, operating systems, Microsoft Office tools, and connected peripherals.
• Keep accurate records of issues, actions taken, resolutions, and current ticket status.
• Help with preparing, setting up, configuring, and deploying end-user devices and systems.
• Carry out password resets, access maintenance, and related account tasks in line with security guidelines.
• Escalate advanced incidents to the appropriate specialist teams and follow up until closure.
• Track SLA performance and contribute to reporting on important service metrics.
• Prepare statistics and presentation materials as needed.
• Support operations and complete general administrative duties.

Candidate Profile

The ideal candidate has completed a technical or commercial vocational program, or has an equivalent qualification. Prior experience in IT support or help desk environments is preferred. A solid working knowledge of Windows and macOS, Microsoft 365, Active Directory, and basic networking is expected. The role also requires an organized, self-driven approach, strong analytical thinking, the ability to juggle several tasks at once, and a genuine interest in new technologies. Good German and English language skills are required.

What the Employer Offers

Benefits include a company pension scheme, modern office facilities, staff discounts, flexible working hours, bike leasing, and the Eschenbach Card.

Application Notes

Applicants should submit a complete application package including a cover letter, CV, school and work transcripts, and certificates. The company asks candidates to mention salary expectations and their earliest possible start date.

Contact

Altina Shala, Human Resources, Eschenbach Optik GmbH, Fürther Straße 252, D-90429 Nuremberg. Email: [email protected].