IT Second Level Support Engineer

Role Overview

• Handling second-level tickets in the ticketing system
• Technical analysis of faults and incidents in customer environments
• Remote access to customer systems (VPN, servers, software)
• Working with Linux and Windows servers
• Analysis of logs, services and system states
• Starting/restarting services, databases and applications
• Performing root-cause analyses and clear documentation
• Incident management including prioritization, escalation and follow-up
• Handover of complex cases to third-level support
• Close collaboration with service, commissioning/implementation and project teams
• Technical support for rollouts and on-site deployments
• Active customer communication via email and phone
• De-escalation in critical situations through confident communication

Requirements

• Several years of experience in second-level IT support
• Strong knowledge of Linux and Windows servers
• Experience with remote access (VPN, SSH, RDP)
• Basic understanding of databases (e.g., starting, logs, basic analysis)
• Experience in log handling and interpreting system logs
• Understanding of software services and distributed systems
• Experience with incident and ticketing processes
• Very structured, conscientious working style
• High technical curiosity and strong problem-solving skills
• Excellent communication skills (written & verbal)
• Confident demeanor even in critical customer situations
• De-escalating, solution-oriented and resilient
• Hands-on mentality — proactive and persistent in resolving issues

Tech Stack

• Linux

Benefits

• Challenging technical tasks with real depth
• Direct work on real customer systems
• Close collaboration with engineering, service and project teams
• Short decision-making processes and significant autonomy
• Long-term prospects in a growing company
• Attractive, performance-based compensation
• Flexible working hours / possible remote component