IT Support Specialist (m/f/d) - Quantum Frontline Industries

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.