IT Support Engineer (Remote)

• Provide 2nd Level technical support for incidents and service requests escalated from 1st Level Support.
• Troubleshoot issues related to IT infrastructure, workplace technologies, applications, networks, Wi-Fi, and user administration.
• Perform technical analysis and root-cause analysis for recurring incidents.
• Document troubleshooting activities, solutions, and root-cause findings in the ticketing system.
• Manage and update incidents and service requests within the IT Service Management system.
• Collaborate with 1st Level, 3rd Level, internal IT teams, external partners, and end users.
• Perform configuration, maintenance, and operational activities as required.
• Support planned IT maintenance and technical activities.
• Monitor system and service performance and identify potential risks and improvement opportunities.
• Create and maintain knowledge base articles and technical documentation.
• Ensure compliance with IT processes, standards, and security guidelines.
• Identify suitable technical activities that can be transitioned from 3rd Level to 2nd Level Support.
• Contribute to improving ITSM processes, workflows, and operational efficiency.
• Support KPI reporting, IT service reports, and service performance monitoring.

• 3+ years of professional experience in IT 2nd Level Support, IT Service Management, or a similar role.
• Broad knowledge of IT infrastructure and end-user technologies.
• Good understanding of networks and Wi-Fi technologies.
• Knowledge of user administration and access management.
• Basic knowledge of IT security and security best practices.
• Experience working with IT ticketing/service management systems.
• Strong troubleshooting and analytical skills.
• Experience performing root-cause analysis.
• Strong documentation and reporting skills.
• Ability to work independently and collaboratively with different IT teams.
• Strong communication and stakeholder management skills.

Mandatory Requirements

• ITIL Certification - Mandatory
• German - Mandatory
• English - Mandatory
• 3+ years of relevant IT experience
• Willingness and ability to complete 1 week of onsite training/onboarding in Blieskastel, Germany
• Ability to work remotely after completion of the onsite training

Preferred Qualifications

• Previous experience in a 2nd Level Support or Junior IT Service Manager position.
• Experience working within a structured IT Service Management environment.
• Experience with KPI reporting and service performance monitoring.
• Strong stakeholder management skills.
• Proactive approach to identifying and implementing IT service improvements.
• French language skills are an advantage.