2nd and 3rd Level IT Support Technician at DreesSommerSE

We are looking for a Level 2 / Level 3 IT Support Technician to join our IT team in a fully remote role. The position provides advanced technical support to internal users across different countries and global regions, while also contributing to system administration and network operations to ensure stable and secure IT services. Due to the international scope of the role, working hours are not fixed and may include evening, night, weekend, or rotating shifts, depending on the regions being supported.   Key Responsibilities • Provide Level 2 and Level 3 IT support to internal users via ticketing systems, email, and remote support tools. • Support users located in multiple countries and time zones. • Diagnose and resolve advanced hardware, software, operating system, and connectivity issues. • Perform system administration tasks, including user environments, servers, and core IT services. • Provide network support, including troubleshooting LAN/WAN, VPN, DNS, DHCP, and connectivity issues. • Document incidents, requests, and resolutions accurately in the IT ticketing tool. • Escalate critical or complex issues to specialized teams or vendors when required. • Support user onboarding and offboarding (accounts, permissions, devices, access). • Follow IT procedures, standards, and security policies. • Contribute to improving support processes, system reliability, and user experience.  Working Model & Schedule • Fully remote position. • Shift-based role with no fixed working hours. • Availability to work evenings, night shifts, weekends, and on-call rotations, depending on business and regional needs. • Shift planning will be organized in advance according to operational requirements.  Technical additions • System Administration (Windows / basic Linux environments) • Active Directory / Azure AD • Network administration fundamentals • VPN, DNS, DHCP, and connectivity troubleshooting • Microsoft 365 administration • Endpoint and system troubleshooting  Ticket handling • SLAs and escalation management • Advanced incident prioritization based on urgency and business impact • Ownership of tickets through full resolution • Root cause analysis and continuous improvement  Knowledge base / documentation • Maintaining and updating FAQs, runbooks, procedures, and standard solutions • Documenting recurring incidents and resolutions • Supporting knowledge sharing within the IT team