German-speaking IT Support / Service Desk (m/w/d)

German-speaking IT Support / Service Desk (m/w/d)

• q.beyond Romania S.R.L.
• Cluj-Napoca

• Work experience
• Fulltime

JOIN FORCES. MAKE DIGITALIZATION HAPPEN.

q.beyond is the leading IT partner for SMEs. We solve the technological challenges our European customers face and make their business models fit for the future. This way, we sustainably enhance our customers' business value. We do so by implementing sovereign IT solutions and drawing on our proprietary, certified AI data centres.

Our strong team of more than 1,000 specialists combines sector expertise with technical excellence. Core focuses of our activities include public and private clouds, operating business-critical applications based on Microsoft and SAP technologies, artificial intelligence, and IT security. Publicly listed, q.beyond is present across Germany and has locations in Latvia, Spain, Romania, India, and the USA.
Design future-proof IT solutions with us as German-speaking IT Support / Service Desk (m/f/d) at our location in Cluj-Napoca. Half the industry cut service staff for AI and is now rehiring humans. We took the other path: AI drafts, categorises and deflects - you decide, correct and release. And whatever you already do with AI, you bring it in. We don't hand you a tool and a manual - we build the AI way of working together, on our real tickets, and put it into daily operations.

YOUR TASKS:

• You are the single point of contact for end users: Windows 10/11, Microsoft 365, business apps, iOS/Android.
• Workaround-first: when a printer dies, you agree an immediate workaround on the phone so the user can work again - then the root cause gets fixed without time pressure. This is a craft, and we train it.
• You review AI-drafted responses: approve, correct, or deliberately stop a wrong suggestion. Human-in-the-loop is your call, not a rubber stamp.
• You resolve the complex cases yourself - remote support (BeyondTrust), diagnostics, log and system analysis, network topics (DNS, DHCP, VPN, proxy, drives).
• You own tickets end-to-end per SLA, coordinate major and priority-1 incidents, and turn solved cases into knowledge (Confluence, KCS) that both colleagues and our AI agents rely on.

WHAT WE OFFER YOU:

• AI skills built on the job: short course, practice on real tickets, small work sample, badge - during working hours, not in your free time.
• Your side project becomes our operating model. If you build n8n workflows or work with coding agents, that goes into how our team actually works - not into a suggestion box.
• A visible way out of the ticket conveyor belt: our Service Operations & Key-User Desk, Knowledge & Automation Engineer and AI Evaluation Engineer roles are filled from our own teams first.
• A team of 10 - small enough that people know your name. Direct access to your team lead and to German and international customers, not three layers of process between you and a decision.
• 2 days home office per week, 3 days on site in Cluj.
• Monday to Friday, in shifts within 08:00-19:00 (Cluj time) - rosters planned in advance, no night shifts, no weekend duty.
• 25 days of vacation, private healthcare, meal vouchers, and German language training funded up to C1.

WHAT YOU BRING:

• Service desk or end-user support experience, and genuine customer orientation - staying calm and structured with a frustrated caller is the strength AI does not replace.
• Strong Windows 10/11 (logs, policies, fault analysis) and M365 in depth (sync, profiles, Teams rights, policies).
• Active Directory, user/group/rights management, GPOs, Azure AD basics; network fundamentals.
• ITSM (ideally Ivanti), ITIL basics, clean documentation.
• Curiosity about AI in your daily work. Whatever level you are at - from "I use ChatGPT for drafts" to "I have n8n workflows running at home" - is the right level. We build on it.
• Nice to have, and we will use it from day one: automation/workflow tools (n8n, Make, Power Automate), coding agents (Claude Code, Codex, Copilot), scripting (PowerShell), prompting experience.
• German B2 and English B2. For our dedicated German customer desks: C1 - not there yet? We fund your German training to C1.

APPLY QUICKLY. RECEIVE FEEDBACK.

You can apply quickly and easily without a cover letter. Simply upload your CV and certificates online on our job portal.

Inclusion is important to us. We explicitly welcome applications from people with severe disabilities and those with equivalent status.

CONTACT
Your personal contact Rocio will be happy to answer your questions and comments.

q.beyond AG
Talent Acquisition
Rocio Romera del Moral