IT Support Specialist

Quantum Frontline Industries (QFI) is a newly established German-Ukrainian defence joint venture between Quantum Systems and Frontline Robotics , created under the Build with Ukraine initiative. For the first time, Ukrainian drones will be manufactured on an industrial scale in Europe, combining Ukrainian battlefield-proven technology with German industrial automation to create a new model of cross-border defence co-production: the German Model .

As IT Support Specialist (m/f/d) , you will be the first point of contact for all end-user IT support requests and incidents across the organization. You will ensure that employees receive timely and effective technical assistance, while contributing to the smooth day-to-day operation of our IT environment. From device provisioning and user support to troubleshooting and process improvement, you will play a key role in maintaining a productive and secure workplace.

Working closely with the IT Lead and business stakeholders, you will support a growing international organization operating in a dynamic and mission-critical environment.

What is Your Day to Day Mission?

IT Support & Troubleshooting

• Receive, log, prioritize, and manage IT requests and incidents through the corporate ticketing system.

• Diagnose and resolve hardware, software, operating system, printing, and connectivity issues independently.

• Provide professional on-site and remote technical support to end users.

• Escalate complex infrastructure or system-related issues to the IT Lead while ensuring complete and accurate documentation.

• Communicate proactively with users regarding ticket status, progress, and resolutions.

• Ensure a high level of service quality and user satisfaction through effective support delivery.

Device Lifecycle Management

• Prepare, configure, deploy, and issue laptops, desktops, mobile devices, and peripherals to employees.

• Perform device imaging and install standard corporate software according to company standards.

• Troubleshoot and replace faulty hardware components when required.

• Manage local stock of IT equipment, accessories, and consumables.

• Follow established deployment procedures and contribute to continuous improvements in device management processes.

User Account, Access & Asset Management

• Perform password resets and support users with Multi-Factor Authentication (MFA) setup and troubleshooting.

• Execute basic account management and group membership changes following defined security procedures.

• Support employee onboarding and offboarding activities from an IT perspective.

• Maintain accurate IT asset inventory records and equipment tracking documentation.

• Ensure compliance with company procedures related to user access and equipment management.

User Guidance & Documentation

• Assist employees with Microsoft 365 applications and other standard corporate tools.

• Create, update, and maintain internal IT knowledge base articles, user guides, and troubleshooting documentation.

• Promote user self-service by providing clear and practical guidance materials.

• Support knowledge-sharing initiatives and documentation standardization across the IT function.

Process Improvement & Development

• Identify opportunities to improve support workflows, processes, and user experience.

• Contribute to the ongoing development of support systems, ticketing platforms, and IT service delivery practices.

• Participate in testing, implementation, and rollout activities for new IT tools and solutions.

• Support the continuous improvement of IT services and operational efficiency.

What you bring to the team:

• Technical education in Information Technology, Computer Science, or a comparable qualification, or equivalent practical experience.

• Previous experience in an IT Helpdesk, IT Support, Service Desk, or similar technical support role.

• Strong hands-on experience supporting Windows client operating systems and Microsoft 365 applications.

• Knowledge of end-user device setup, configuration, maintenance, and troubleshooting.

• Basic understanding of networking concepts and connectivity troubleshooting.

• Familiarity with Microsoft Entra ID, Active Directory, and user account management processes.

• Experience working with ticketing systems and IT service desk processes.

• Strong problem-solving skills and a customer-focused mindset.

• Excellent communication skills with the ability to explain technical concepts to non-technical users.

• Organized, proactive, and solution-oriented approach to work.

• Ability to work independently while collaborating effectively within a team environment.

• Professional communication skills in English or German; Ukrainian language skills are a significant advantage.

Preferred Qualifications

• CompTIA A+, CompTIA Network+, or similar industry certifications.

• Microsoft 365 Fundamentals (MS-900) or comparable Microsoft certifications.

• Experience working in a manufacturing, industrial, defence, or international business environment.