At INNIO we offer you:

• Young & supportive team – in a fast-growing international business environment 
• Learn & develop yourself – help you craft your career path with (INNIO learning, free language courses according to business needs 
• Hybrid working – 50% Office, 50% Home Office with flexible working hours 
• Cafeteria package with various options – SZÉP Card, Cash option, Nursery & kindergarten support 
• Medicare Spring White Package – from the first day of employment 
• Easily accessible location – in the heart of the most vibrant campus area in Budapest (location: 13th District, easy to approach by Metro Line 3) 
• Take a break – Recharge your batteries with free coffee and tea selection in the kitchen area 
• Live an active lifestyle – activate your AYCM pass  

Role/Overall objectives:

INNIO is looking for a reliable and customer-focused Level 1 IT Service Desk Agent to provide
first-line technical support to internal users and external partners. This position plays a key role
in incident logging, ticket routing, and resolving issues on first contact by strictly adhering to
Standard Operating Procedures (SOPs). The role requires working in rotating shifts, including
weekends and holidays, as part of a global IT support team. Initial researching and identifying
solutions to software and hardware issues based on the SOP´s. Our Young & supportive team –
in a fast-growing international business environment is looking for her/him who is able to
handle the following Key responsibilities.

Your Tasks:

• Serve as the first point of contact for IT support across multiple communication
  channels: phone, email, chat, and self-service portal.
• Log, categorize, and prioritize support tickets in the ITSM system (e.g., ServiceNow,
  Jira Service Management).
• Use documented SOPs to resolve common IT incidents, including:
• End User device troubleshooting
• Basic hardware and software issues
• Email access (Microsoft 365)
• Printer, VPN, and network connectivity support
• Focus on First-Level Resolution (FLR) to maximize tickets resolved at the first point of
  contact.
• Accurately route tickets to appropriate Level 2 or specialist teams when out of
  scope.
• Escalate high-priority or major incidents according to escalation matrix and SLA
  policies
• Maintain detailed and clear ticket notes and update the knowledge base with
  resolved issues.
• Monitor dashboards and queues to ensure SLAs are met across shifts.
• Collaborate with global teams to ensure service continuity and proper handover
  during shift transitions.

Your Profile:

• Education & Experience:
• High school diploma or equivalent required; associate degree in IT or related field
  preferred.
• 1–2 years of experience in a help desk, service desk, or technical support role
  Certifications.
• CompTIA A+, ITIL Foundation, Microsoft 365 Fundamentals or equivalent.
• Technical Skills:
• Familiarity with:
• Microsoft Windows OS (10/11), Microsoft 365 suite
• Azure AD and Active Directory for account and password management
• ITSM ticketing systems (e.g., ServiceNow, Jira, Zendesk, Freshservice)
• Basic understanding of networking and endpoint troubleshooting.
• Ability to follow SOPs accurately and escalate where needed.
• Soft Skills:
• Strong written and verbal communication in English (German, Spanish, Portuguese
  and additional languages are a big plus).
• Customer-oriented with excellent interpersonal skills.
• Able to work independently and collaboratively under pressure on a global
  multicultural environment.
• Work Conditions:
• Working Schedule – 2 shift rotation (morning/afternoon)
• Multicultural international environment