1st & 2nd Level Support Agent

2 days ago

Belgrade, Central Serbia TX Services Full time 20,000 - 40,000 per year

At TX Group, we power Switzerland's top media brands with smart, scalable technology. As the country's leading digital hub, we thrive on collaboration, innovation, and constant evolution.

We are on the move – and want to keep moving. We are farsighted. We are proactive. We are courageous. We are TX.

And we're looking for a 1st & 2nd Level Support Agent to join our team

Role Overview:

As a 1st & 2nd Level Support Agent, you'll serve as the first point of contact for our users in Switzerland, Belgrade and Porto, providing expert assistance whenever issues arise. You'll identify, analyze, and resolve problems - ensuring every request is handled with professionalism, precision, and genuine friendliness.

The position combines two exciting roles:

Service Desk Agent (2 weeks): Handle incoming tickets via slack, phone, chat, email, or our ticketing system.

Onsite Supporter (1 week): Help colleagues in person with hardware issues, laptop setups, meeting room equipment or other hands-on tasks.

The rotation (two weeks on the Service Desk followed by one week of Onsite Support) keeps the role dynamic — offering variety, teamwork, and valuable experience across both areas. The team consists of three members, each covering one week of Onsite Support followed by two weeks on the Service Desk. This rotation not only broadens your skills and responsibilities but also ensures full onsite coverage during colleagues' vacations.

What will you do?

Manage Tickets: Receive, record, and prioritize incoming incidents and service requests in our ticketing system, ensuring that each case is accurately documented, categorized, and tracked from start to resolution.

Gather Information: Collect the details needed to classify and resolve issues efficiently.

Communicate Clearly: Keep users informed and supported by maintaining open, respectful communication and collaborating with third parties to ensure issues are resolved efficiently and positively.

Solve or Escalate: Resolve issues when possible, or escalate them to the right team.

Stay Proactive: Spot recurring issues and suggest improvements.

What should you bring?

Languages: Fluent in German and English (French is a plus).

Customer Focus: Friendly, professional, and service-oriented mindset.

Experience: Prior experience in IT Service Desk and/or Support roles, ideally within ITIL processes.

Structure: You're comfortable following workflows and established processes.

Tech Skills: Familiar with tools like Google Workspace, Slack, and other modern platforms.

Problem-Solving: Analytical, solution-focused, and detail-oriented.

Reliability: You take pride in punctuality, precision, and ownership of your work.

Calm Under Pressure: You stay cool even when things get busy.

What do we offer?

Modern Workspace: A vibrant, well-equipped office in Belgrade.

The Right Tools: Access to up-to-date technology and hardware.

An International Team: Work with skilled and fun colleagues from Switzerland and beyond.

Continuous Growth: Opportunities to learn, share, and shape your role.

Get a feel for life at TX:

Explore our 3D office tour

Discover on Instagram and LinkedIn

Check out reviews on Joberty or HelloWorld

We can't wait to meet you — apply now and grow with TX

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