2nd Level IT Support Engineer

We are seeking an experienced and analytical 2nd Level IT Support Engineer / Junior IT Service Manager to join our team in Blieskastel. In this role, you will be responsible for resolving complex infrastructure and workplace incidents, maintaining network environments, and optimizing IT service workflows., * Advanced Incident Management: Troubleshoot and resolve complex L2 incidents escalated from 1st Level Support, ensuring fast restoration of IT services within agreed SLAs.

• Root Cause Analysis: Perform deep-dive technical analysis on recurring issues, document root causes, and implement long-term solutions to drive continuous improvement.
• Service Request Fulfillment: Manage and fulfill service requests related to network infrastructure, workplace technology, business applications, and connectivity.
• Process Optimization (L3 to L2 Shift): Proactively identify technical tasks and activities that can be shifted from L3 expert teams to L2 support to improve resolution times and reduce team workload.
• Stakeholder Collaboration: Coordinate effectively with internal IT specialists, external vendors, and end users to maintain high service quality.
• Documentation & Standards: Maintain accurate records in the ticketing system, contribute to the internal knowledge base, and strictly follow IT standards, security policies, and operational processes.

If you have a strong background in network and system administration, hands-on experience with Cisco and HPE Aruba environments, and a desire to bridge technical support with IT Service Management, we want to hear from you., * 4-7 years of total professional experience in Helpdesk, Network, or System Administration.

• Minimum 3 years of proven experience specifically as a 2nd Level IT Support Engineer or Junior IT Service Manager.

Technical Environment:

• Cisco: Practical experience with Cisco LAN and Core network infrastructure.
• HPE Aruba: Practical experience with HPE Aruba WLAN and LAN environments.
• Hands-on familiarity with workplace technology, operating systems, and core IT connectivity.