First Level Support Engineer (human)

Description

First Level Support Engineer

As a First Level Support Engineer, you'll be the first point of contact for around 1,500 developers and business users – the person who keeps things moving when something breaks and makes sure every new colleague hits the ground running. You'll work on-site with a well-staffed, experienced IT team that genuinely invests in each other's growth, with real scope to take on 2nd level responsibilities as you develop. The IT landscape at Neura is varied, modern, and anything but boring – and if Linux or macOS is where you're most at home, you'll fit right in.

Your mission & challenges

Serve as the first contact for IT issues across our developer and business user community – diagnosing problems quickly and communicating clearly

Manage the full device lifecycle: procurement, setup, maintenance, and retirement across Ubuntu, Windows, and macOS environments

Run user onboarding and offboarding end-to-end, making sure every joiner has what they need from day one and every leaver is offboarded securely

Work on-site with the team, providing hands-on support in a dynamic, multi-system environment

Collaborate closely with 2nd level colleagues, escalating where needed and picking up more complex topics as you grow into the role

Manage user identities and access through Microsoft Entra ID and Active Directory – including provisioning, group management, and access reviews

Track and resolve tickets in Jira, and keep our asset management data accurate and up to date

Maintain clear documentation of configurations, processes, and recurring issues so the team's knowledge stays shared

What we can look forward to

Completed IT Ausbildung or equivalent qualification – e.g. Fachinformatiker Systemintegration, IT-Systemelektroniker, or a comparable background

Solid working knowledge of Ubuntu, Windows, and macOS – confidence across all three matters; strong Linux or macOS skills are a real advantage

Basic understanding of networking fundamentals – enough to diagnose connectivity issues and know when to escalate; strong network troubleshooting skills are a clear advantage

A calm, methodical approach to troubleshooting and a genuine interest in getting to the root of a problem

Clear communication – you can explain technical issues to non-technical users without making them feel talked down to

Comfort working in a fast-moving environment with a diverse, international team

English at B2 level or above – our team is international and English is how we work across borders