You will provide professional support to our external customers in 1st
and 2nd-level support and ensure high service and solution quality
You will analyze and categorize incoming requests in a structured way, perform qualified initial analyses, and document all relevant information precisely in our ticketing system
You will monitor agreed Service Level Agreements (SLAs) and ensure timely and prioritized handling
You will prepare tickets in a structured manner for 3rd-level support and ensure efficient resolution by providing complete and traceable information
You will communicate proactively and transparently with our customers and ensure continuous updates on the current status
You will plan and moderate regular meetings with our customers regarding open tickets, service quality, and optimization opportunities

Degree (e.g., Business Informatics, Business Administration with an IT focus) or an IT-related vocational qualification — alternatively, a comparable qualification with a strong affinity for software products
Professional experience in IT support or application environments required
Experience with web and portal solutions and a good technical understanding of digital applications
Knowledge of JSON and XML and ideally experience analyzing log files and basic SQL SELECT queries
Experience in direct customer contact, ideally in the banking sector or a regulated environment
Technical curiosity, e.g., experience with low-code platforms, as well as a structured, analytical, and solution-oriented working style
Proactive, team-oriented personality with strong service orientation and very good German and English skills.

IT Application Support Specialist

Key skills