Provide 1st and 2nd level support for our customers, including receiving incident reports (JIRA, email, phone)
Monitor Service Desk queues in JIRA, prioritize, handle and document tickets
Analyze complex incidents and resolve them
Review logs and/or processes on customer systems and derive corrective actions
Prepare and escalate highly complex issues to 3rd level support
Test solutions in customers' test environments
Coordinate deployment activities with customers
Independently implement assigned configurations on customer systems
Communicate with customers, including supporting and guiding end users
Create internal documentation and, for recurring issues, customer-facing instructions
Optimize systems and processes

Completed IT training (e.g., IT specialist for system integration or application development) or a degree in Computer Science, Business Informatics, or a comparable qualification
Strong practical knowledge of Java and PHP
Several years of practical experience in IT support (1st–2nd level), ideally in the context of complex customer systems
Solid experience working with Linux systems
Strong communication skills, pronounced customer orientation, and solution
and process-oriented thinking
Very good German language skills; English skills are a plus

IT Support Engineer

Key skills