Technician Support PLM in hybrid role for Visiativ, aiding SMEs in digital transformation and software use. Key responsibilities include support, ticket management, and incident resolution.
About the role
- IT-Support Engineer providing 1st and 2nd level support for medical laboratory software clients. Involves problem analysis and client communication to enhance system performance.
Responsibilities
- Take responsibility for 1st and 2nd level support for our clients, specifically: receiving and logging incidents (JIRA, email, phone)
- Monitor Service Desk queues in JIRA, prioritize, process and document tickets
- Analyze complex incidents and resolve them
- Review logs and/or processes on the client's systems and derive appropriate measures
- Prepare and escalate highly complex issues to 3rd level support
- Test solutions in clients' test environments
- Coordinate deployments with clients
- Independently implement commissioned configurations on client systems
- Communicate with customers, particularly supporting and guiding end users
- Create documentation and instructions for internal use and, for recurring issues, for customers as well
- Optimize systems and processes
Requirements
- 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
- Several years of practical experience in IT support (1st–2nd level), ideally in environments with complex client systems
- Solid practical knowledge of JavaScript, ideally complemented by TCL
- Confident experience working with Linux systems
- Strong communication skills, pronounced customer orientation, and a solution- and process-oriented mindset
- Very good German language skills; English skills are a plus
Benefits
- Flexible working hours tailored to your personal and family situation, including a flexitime account
- eGymWellpass and Corporate Benefits
- Company pension plan
- Team events for beer and water drinkers, vegans, people with allergies or omnivores — everyone is welcome, whether young or old, loud or quiet, Bavarian or not. Our “Come as you are” mentality is part of our identity
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