1st Line Support Engineer (German)

Quick Facts

• Role: 1st Line Support Engineer (German)

• Work model: 100% remote

• Environment: ITIL-aligned managed services

• Shift system: 6:00 AM – 2:00 PM, 2:00 PM – 10:00 PM, 10:00 PM – 6:00 AM

Description

You will be the first point of contact for customers seeking IT support. Handle calls, tickets, and emails, perform first-line troubleshooting for standard issues, and manage the ticket lifecycle including logging, classification, prioritization, documentation, and customer updates. Escalate complex or out-of-scope cases to 2nd line support or external vendors and maintain a knowledge base with tutorials and internal documentation.

Responsibilities

• Act as first point of contact for hardware and software queries

• Log, document, classify, and prioritize incidents and service requests

• Perform first-line troubleshooting and resolve standard issues

• Escalate complex/out-of-scope issues to 2nd line or external vendors

• Keep users informed about ticket progress and next steps

• Create and regularly update tutorials, internal documentation, and knowledge base articles

• Cooperate with 2nd line teams and technical specialists to ensure timely resolution

• Support service quality, ticket hygiene, and continuous improvement of support processes

Requirements

• German skills: B2 or higher

• English skills: B2 or higher

• Basic IT knowledge (Outlook, Word, Excel, Microsoft 365) and end-user workplace support

• Knowledge of Windows 10 or newer and Microsoft Office 365

• General understanding of computer hardware and common end-user issues

• Good communication and customer service skills

• Basic understanding of ticket handling, prioritization, and support processes

• Familiarity with ticketing systems/service management platforms (desired)

• Basic understanding of ITIL incident, request, and escalation processes (desired)

• Customer-focused, problem-solving mindset with empathy and patience

• Ability to remain calm and attentive to detail in high-pressure situations

• First professional experience in IT support/customer support (desirable)

• Experience creating user guides/tutorials/knowledge base content (desirable)

• Experience working in an SLA-driven support/managed services environment (desirable)

• Willingness to communicate directly with customers while resolving requests

Benefits

• B2B or employment contract

• Healthcare coverage (Luxmed) and comprehensive medical benefits

• Work with latest technologies

• Opportunities to enhance qualifications (MS certifications, Udemy courses)

• Customizable 1-on-1 English or German lessons

• Modern computer equipment

• Networking events and team-building opportunities

• Employee referral program

• Flexible working schedule