1st Level IT Support Specialist with AI Chatbot Experience m/f/d

We, emagine, are looking for an experienced 1st Level IT Support Specialist (m/f/d) in the Supply Chain / Logistics (LSP) sector. The role combines classic operational IT support with active co-design and further development of AI-supported support solutions (e.g., chatbots and voice bots). Your tasks: * Operational 1st Level IT support for logistics-related applications * Processing, analysis, and documentation of tickets in JIRA * Support in the conception, implementation, and optimization of AI-based support solutions * Automation of recurring requests in the Service Desk * Performing remote support (e.g., via RDP) What you bring (Must-have): IT Support * Several years of experience in 1st Level IT Support * Proficient handling of JIRA in daily business * Good knowledge of MS Office, Outlook, and Microsoft Teams * Experience in remote support (e.g., RDP) AI / Bot Experience * Practical experience in the setup, operation, or configuration of: * Chatbots or voice bots (e.g., Service Desk or Hotline) * Experience in the use of AI for: * Ticket classification and pre-qualification * Automated answering of standard requests * Relieving support or service desk teams Nice to have: * Experience in the logistics or supply chain environment Framework conditions * Start: short notice / by arrangement * Location: Cologne or Frankfurt (approx. 50% Remote) We look forward to your application!