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# Help Desk Engineer (Germany)

- **Company:** Andersen Software
- **Location:** Hamburg, Germany (Remote available)
- **Contract:** Permanent contract
- **Skills:** Java (Programming Language), JIRA, Business Software, Database Queries, DevOps, Issue Tracking Systems, Virtual Private Networks (VPN), Linux System Administration, Log Analysis, Windows Servers, Routing, Oracle (Applications), Redmine, Remote Access Technology, Web Applications, Okta, OTRS, Spring-boot
- **Published:** October 8, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=477e1ab4c7c03ad8

## About the Role

* Experience in 2nd-level application support for web-based business applications for 2+ years.
 * Hands-on with ticket systems (e.g. Jira Service Management, OTRS/Znuny, Redmine) and incident management (ITIL basics).
 * Basic knowledge of SQL (Oracle), log analysis, understanding of Java/Spring Boot web applications.
 * Basic skills with Windows Server and Linux administration.
 * Understanding of VPN-based remote access and SSO/Keycloak concepts.
 * Awareness of GDPR and secure handling of personal data.
 * Level of English - from Upper-Intermediate and above.
 * Level of German - from Upper-Intermediate and above.

Desired skills

 * Experience with German public-sector clients (Behörden) and BSI IT-Grundschutz.
 * Experiencein ISGA-like domains: case management, inspection/supervision systems.
 * ITIL Foundation certificate.

## Description

* Acting as the single point of contact for incidents and requests from the client by phone and e-mail.
 * Registering every request in Andersen's self-hosted ticket system, in German; collecting missing details, classify by severity (A/B/C).
 * Performing initial analysis: reproducing issues, checking application logs, distinguishing application vs. infrastructure causes.
 * Routing tickets to developers, DBA or DevOps; tracking resolution and keeping the client informed.
 * Ensuring response times: A (system down) - no later than start of next business day; B (impaired) - 48 h; C - collected and handled by agreement.
 * Handling technical/functional user questions forwarded by the client.
 * Supporting the team's monthly component/patch checks, bi-weekly log reviews and the monthly report to the client.
 * Maintaining the knowledge base and ticket documentation.
 * Preparing time records for monthly billing.