{"id":2219315,"url":"https://alion.io/job/vantage-data-centers-2nd-line-it-support-specialist","title":"2nd Line IT Support Specialist","company":{"id":8762,"name":"Vantage Data Centers","domain":"vantagedc.com","url":"https://alion.io/company/vantagedc","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":26,"ghost_share":0,"stale_share":0.731,"repost_share":0.038,"time_to_fill_p50_days":30,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Berlin, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":91000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":13},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Agile","optional":false},{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Office","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-10T12:00:13Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-22T01:21:32Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"About Vantage\nVantage powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.\n Location: Berlin - Ludwigsfelde (hybrid) Position Overview \nAs an IT Support Specialist - 2nd Line, you will play a key role in providing remote and on-site technical support to end users across our regional and global organisation.\nAs you will be working within a team environment and interact with users on a daily basis, strong communication and customer service skills are essential. You will have a good understanding of ITIL methodologies and experience working across IT requests, incident management, change management and problem solving.\nYou will use ServiceNow as the primary IT Service Management (ITSM) platform to manage incidents, service requests and other IT-related activities efficiently and accurately.\nFrom a technical perspective, you will support our offices and employees across Windows and Apple devices, in-house AV equipment, printers and multifunction device management, in-house IT hardware inventory and IT asset management and maintenance activities.\nYou will also provide white-glove IT support to senior executives and C-suite users, delivering a responsive and professional service.\nAs part of the 2nd Line Support function, you will manage issues escalated by the Helpdesk and use your technical knowledge to troubleshoot and resolve more complex IT issues.\nYou will have hands-on technical experience and excellent understanding of Active Directory, Azure, Office 365, including Microsoft Entra ID/ Azure Entra, Windows and Apple device configuration policies, mobile device management policies, Azure Autopilot deployments and Intune.\n Duties and Responsibilities \nWork under limited supervision, both independently and as part of a team.\nProvide remote and on-site 1st and 2nd line support for hardware, software and connectivity issues.\nWork closely with global support and specialist teams to resolve incidents, fulfil IT requests and provide 2nd line technical assistance.\nApply ITIL principles to prioritise, log, investigate, track and resolve incidents and service requests within agreed service levels.\nUse ServiceNow, Microsoft Azure and other administrative tools to accurately record, categorise, prioritise, assign and manage incidents and service requests.\nManage assigned tickets through to resolution within agreed SLAs, providing regular updates to users throughout the process.\nDiagnose and resolve hardware and software issues across Windows and Apple Mac devices.\nManage and maintain end-user laptops, mobile devices, peripherals and associated IT assets throughout their lifecycle.\nMaintain accurate stock and asset records, including device assignment, collection, transfer, repair and disposal.\nWork with approved vendors to issue and collect end-user devices.\nCheck device encryption, patching, antivirus, configuration and compliance status.\nComplete device, account and access-related activities in line with approved processes.\nProvision and deprovision user accounts across business systems.\nInstall, maintain and support software applications, hardware and systems.\nSupport IT changes, including required software, hardware and configuration activities.\nAssist with high-priority incidents and provide technical updates during service restoration.\nSupport and maintain on-site video conferencing equipment.\nProvide hands-on support to Network and Infrastructure teams during changes and other technical activities.\nSupport projects and assist with technical and IT platform migrations.\nIdentify recurring problems and highlight opportunities for system or service improvements.\nCreate, maintain and update technical documentation.\nContribute to the knowledge base to support end-user self-service.\nProvide support for other software applications used across the organisation.\nAssist with the care and maintenance of computing, network and office equipment.\nEscalate unresolved issues to the appropriate technical teams.\nMaintain clear communication with users throughout the ticket lifecycle and confirm successful resolution before closing tickets.\nOccasionally travel to other sites and offices as required.\nCarry out additional duties and requests as directed by your line manager.\n\nJob Requirements \nFluent English, both written and spoken.\nAbility to drive, due to the requirement to provide on-site support across our Berlin locations.\nBachelor’s degree in Information Technology, Computer Science or a related field is advantageous.\n2+ years of experience in a similar IT Support Engineer or IT Support Specialist role within a helpdesk environment.\nExperience working within an ITIL environment.\nGood working knowledge of Active Directory, Microsoft Azure, Microsoft Office 365, cybersecurity, antivirus and firewalls.\nExperience with device management and administration, including Microsoft Intune and Windows Autopilot.\nFamiliarity with remote desktop applications and helpdesk software.\nExperience using incident management and IT service management platforms, such as ServiceNow, Jira or other ITSM solutions.\nExperience working within a global enterprise organisation.\nExperience working with service providers in an international environment.\nStrong troubleshooting, analytical and problem-solving skills, including root cause analysis.\nAbility to diagnose and troubleshoot technical hardware, software and connectivity issues.\nExcellent customer service, communication, presentation and interpersonal skills.\nConfidence communicating with employees and stakeholders at all levels, including senior executives and C-suite personnel.\nAbility to provide clear, step-by-step technical support, both verbally and in writing.\nAbility to effectively prioritise and manage multiple tasks in a high-pressure environment.\nGood knowledge of software licensing terms, licensing models and enterprise maintenance and support contracts.\nAbility to work effectively under limited supervision, both independently and within a team environment.\nITIL or other relevant IT certifications would be advantageous.\nTechnical qualifications such as Azure Administration, CompTIA A+ or Network+ would be advantageous.\nExperience with Agile methodologies would be advantageous.\nTravel is expected to be less than 20%.\n#LI-FW1 \n#LI-Hybrid\nWe operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.\nThroughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.\nDon't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.\nVantage is an Equal Opportunity Employer.\nVantage does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage.","description_format":"text","description_chars":7806,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Centers & Colocation"],"lifecycle":[{"event":"open","at":"2026-10-10T12:00:13Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.582,"p_room":0.9,"age_days":11,"expected_fill_days":30,"reasons":["conf:4","stale_co","velocity","win:mid","comp:junior,brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/vantage-data-centers-2nd-line-it-support-specialist","json_url":"https://alion.io/job/vantage-data-centers-2nd-line-it-support-specialist.json","meta":{"generated_at":"2026-10-22T12:58:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11776,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8762},"rest":"https://alion.io/mcp/rest/get_company?id=8762"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvantage-data-centers-2nd-line-it-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvantage-data-centers-2nd-line-it-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvantage-data-centers-2nd-line-it-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vantage-data-centers-2nd-line-it-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvantage-data-centers-2nd-line-it-support-specialist"}]}