Key skills
LeadershipCommunication
About this role
Role Overview
- Hotline service: Receiving and initially handling support requests (phone/remote)
- Support inbox: Managing and efficiently processing incoming emails
- Creating support tickets: Accurate recording and documentation in our ticketing system
- Ticket dispatching: Prioritizing and forwarding tickets to the appropriate support level
- Ticket system monitoring: Monitoring ticket status and ensuring timely resolutions
- On-call planning: Assisting with the organization of on-call schedules
- Scheduling maintenance appointments: Coordinating with customers and internal departments
- Monitoring and security: Monitoring our Sophos Central solutions and performing regular backup checks
Requirements
- Completed vocational training in IT or equivalent professional experience
- Basic knowledge of IT service and enjoyment of customer-facing work
- Experience with ticketing systems is a plus
- Strong communication and organizational skills
- Independent, meticulous, and reliable working style
- Team player with a willingness to learn and engage with new topics
Benefits
- Flexible working hours: Home office available by arrangement
- Secure position: We operate in a growing, future-oriented market and offer long-term prospects
- Individual development opportunities: Professional training and personal growth
- Friendly team: You can expect an open and collegial working atmosphere where we support each other
- Empathetic leadership: We put people first — we rely on mutual trust rather than strict hierarchies