IT Servicedesk Agent - First Level
About the job
- You have completed technical or service-oriented vocational training and have a strong affinity for IT; career changers are also welcome.
- You have initial experience in IT or customer support and a strong customer- and service-oriented approach.
- You have knowledge of automated hardware and software installation and system configuration, or an interest in acquiring this knowledge.
- You have initial exposure to Windows 11, Office 365, Active Directory, service management tools, and/or ITIL.
- You communicate proactively and confidently in German and have good English skills at least at B-level.
- You work analytically and in a structured manner, communicate in a user-friendly and performance-oriented way, and remain calm, proactive, and solution-oriented in challenging situations.
- You are willing to occasionally participate in on-call duty.
- Set up your workstation and log in to the service desk hotline to provide user support by phone.
- Answer initial calls, identify whether the issue concerns software or hardware, and determine the caller's location in Europe.
- Record user requests in the ticketing system, classify cases correctly, and provide competent assistance directly where possible.
- Respond to user concerns promptly and competently and resolve their issues.
- Celebrate solutions with users, or forward recorded tickets to downstream support teams or coordinate and commission external IT service providers.
- Knowledge of Italian or Polish is a plus.
About the company
Fielmann sells prescription glasses, sunglasses, contact lenses and hearing aids through stores and online shops, alongside primary eye-care services. Its network spans Europe and the United States under the Fielmann name and brands including Shopko Optical, SVS Vision and Optika Claus. The group designs and manufactures optical products, fits prescription lenses for customers and combines hearing-aid services with optical retail. Customers pay for products and care through direct sales, and in-house production helps remove intermediaries. Fielmann began when Guenther Fielmann opened his first optical store in Cuxhaven in 1972; the family-controlled listed group is headquartered in Hamburg, Germany.
Company Size
10,001+
Company Stage
N/A
Total Funding
N/A
Headquarters
Hamburg, Germany
Founded
1972
Get referred to Fielmann
See people who can refer or advise you
Simplify's Take
What believers are saying
- A store opening adds management work: Fielmann advertised Roth branch and technical operations manager roles in October 2026.
- German hiring accelerated: Fielmann's optician and audiologist hires doubled year over year through June 2026.
- German benefits include extra pay: Fielmann lists a 13th-month salary and EUR 1,080 annual staff-and-family product allowance.
What critics are saying
- Germany concentrates sales exposure: Fielmann's August 2026 growth outlook fell to 2%-5%; Germany accounts for 60% of sales.
- US earnings weakened during investment: Fielmann's adjusted EBITDA margin fell from 14.9% to 12.5% through June 2026.
- Finance teams faced restructuring: Fielmann recorded finance-division severance costs through June 2026.
What makes Fielmann unique
- Training has a dedicated home: over 7,000 opticians and acousticians attend Fielmann's Ploen Castle academy annually.
- Insurance glasses gained more choice: Fielmann replaced eight standard frames with 90 free styles in 1981.
- Retail connects with online shopping: Fielmann's Hamburg flagship combines digital technology and exclusive brands across 1,400 square meters.
Help us improve and share your feedback! Did you find this helpful?