Application Manager / Second-Level Support

Quick Facts

• Role: Application Manager / Second-Level Support
• Focus: Second-level support, incident resolution, ticket documentation, and support for updates/upgrades

Description

You will ensure stable operations of applications, solutions, and services by analyzing and resolving incidents in day-to-day customer support. The role includes structured troubleshooting, high-quality ticket documentation, and support for updates and complex upgrades. You will also take ownership for defined areas and contribute to knowledge base development and onboarding.

Responsibilities

• Ensure stable operation of solutions, products, and services in second-level support
• Analyze errors independently, resolve disruptions in a structured manner, and provide qualified feedback to customers and internal teams
• Document all steps carefully to maintain a complete, traceable ticket history
• Process tickets systematically by priority; support issues with released peripheral hardware; assist with updates and complex upgrades
• Own defined topics, actively share knowledge within the team, and contribute to the knowledge base and onboarding of new colleagues

Requirements

• IT training or comparable qualification
• IT work experience (ideally in 2nd-level support)
• Experience with ticket systems (desirable)
• Basic knowledge of Active Directory, SQL Management Studio, networking, firewalls, databases, and peripheral devices
• Experience with Microsoft operating systems and Office applications
• Strong solution orientation and enjoyment working in a dynamic team
• Very good German skills in speech and writing

Benefits

• 37-hour work week with flexible working hours
• Permanent employment contract
• Mobile work / partial home office
• Qualified onboarding
• Continuing education opportunities
• Competitive pay under the collective agreement
• Modern workplace equipment
• Attractive benefits including company pension and service bike
• Regular in-office presence for team exchange