IT Second Level Support Engineer (m/w/d)

As IT Second Level Support Engineer, you are the central technical point of contact for our customer projects. You analyze incidents, work deep in the system environment of our customers and ensure together with Service, Inbetriebnahme and Third Level for stable, functioning systems.

Aufgaben

Your Tasks

• Processing of Second-Level-Tickets in the ticket system
• Techincal analysis of disturbances and incidents in customer environments
• Remote access to customer systems (VPN, Server, Software)
• Work with Linux- und Windows-Servern
• Analyzing of Logs, Services and System status
• Starting/Restarting of Diensten, Datenbanken and Applikationen
• Conducting of Root-Cause-Analyses and clean documentation
• Incident Management including prioritization, escalation and follow-up
• Passing on complex cases to the Third Level Support
• Tight cooperation with Service, Inbetriebnehmern and Projektteams
• Technical support for Rollouts and Vor-Ort-Einsätzen
• Active customer communication via Email and Phone
• De-escalation in critical situations through sovereign communication

Qualifikation

What you should bring with you

Fachlich

• Multiple years of experience in Second Level IT Support
• Very good knowledge of Linux and Windows Servern
• Experience with Remote-Zugriffen (VPN, SSH, RDP)
• Basic understanding of Datenbanken (e.g. starting, logs, basic analysis)
• Experience in Log-Handling and the interpretation of Systemlogs
• Understanding of Software-Services and distributed systems
• Experience with Incident- and Ticketprozessen

Persönlich

• Very structured, conscientious work style
• High technical curiosity and problem-solving competence
• Very good communication skills (written & verbal)
• Sovereign appearance even in critical customer situations
• De-escalating, solution-oriented and resilient