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# IT Support Engineer (Remote)

- **Company:** H-Tech
- **Location:** Blieskastel, Germany (Remote available)
- **Experience:** Experienced
- **Contract:** Temporary contract
- **Skills:** Cyber Security, Identity and Access Management, Issue Tracking Systems, Wi-Fi Technology, ServiceNow IT Service Management, Information Technology, Performance Monitor, User Administration
- **Published:** September 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=3a7566be26518e52

## About the Role

* 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.

## Description

* 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.