Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
About the role
- IT Support Engineer managing service requests and incidents with ticketing systems. Providing support for Windows and macOS systems in a hybrid work environment.
Responsibilities
- Technical analysis, prioritization and processing of service requests and incidents via a ticketing system
- Monitoring and compliance with defined Service Level Agreements (SLAs)
- Installation, configuration, rollout and support of Windows clients, desktop PCs (ACMP) and macOS systems
- Administration and support of mobile devices using Mobile Device Management (MDM)
- Operation, monitoring and troubleshooting of telephony and communication infrastructure
- Administration, maintenance and support of the printer and multifunction device fleet
- User administration in Active Directory
- Technical management and maintenance of user accounts on internal and external IT platforms
- Creation and maintenance of technical documentation and the knowledge base
- Support in the continuous optimization of IT service and support processes
- Participation in the rotating IT on-call duty (approx. every 7 weeks)
Requirements
- Completed IT vocational training (e.g. Fachinformatiker Systemintegration) or equivalent technical qualification
- Experience in IT Service Desk / 1st level support with extended technical responsibilities (1.5-level support)
- Very good skills in analyzing and resolving client issues for common operating systems
- Experience in client and software management (e.g. ACMP, comparable deployment and patch management solutions)
- Practical experience in administering mobile devices via Mobile Device Management (MDM)
- Confident knowledge of Active Directory (user creation, group assignments)
- Basic knowledge of network and communication infrastructures (TCP/IP, DNS, DHCP, VPN, VoIP)
- Experience with ticketing systems and structured, prioritized incident, problem and request handling
- Ability to perform independent fault analysis, find sustainable solutions and escalate appropriately to 2nd level
- Experience in technical documentation and active maintenance of knowledge bases
- High service and customer orientation combined with analytical, structured way of working
- Very good German and ideally good English skills, both written and spoken
- Team-oriented, structured working style and strong communication skills
- Willingness to participate in the rotating IT on-call duty
Benefits
- Central location in Hamburg City South with excellent transport connections
- Hybrid working
- 30 days of annual leave and flexible working models
- Option to buy/sell vacation days
- Annual salary review
- Subsidies for childcare costs
- Subsidies for public transport and drivers (Deutschland-Ticket vs. fuel vouchers)
- Pluxee restaurant passes
- Regular subsidized in-house massages
- Mental health coaching through an external provider
- Corporate benefits
- Sabbatical option
- Structured onboarding including a mentorship program
- Career development through individual development plans and a diverse offering from PLATH Campus
- Exclusive events & sports activities (e.g. team events, summer/Christmas parties, after-work, company runs, etc.)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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