IT Support & Field Service Technician (m/w/d)

Quick Facts

• Permanent IT Support & Field Service role

• Based in Gütersloh with partial home office possible

• Salary: €30,000–€45,000 per year

• Flexible working hours; free drinks, employee discounts, Barista coffee

Description

You’ll deliver first-level IT and field support for smart sports automation devices used across Europe. Diagnose and resolve issues in software, networks, payment systems, and hardware, while improving support processes with AI (e.g., knowledge bases, automated first responses, and error diagnosis). You’ll also create customer documentation, test new releases, and occasionally prepare and commission devices on-site.

Responsibilities

• Provide technical first-level support for customers via phone, email, and remote maintenance
• Diagnose and fix incidents across software, network, payment, and hardware
• Build and optimize support processes using modern tools and AI
• Create and maintain instructions, FAQs, and tutorials for customers and partners
• Test new software and hardware features before customer rollout
• Contribute to software development (usability, new features, and workflows in the app and customer portal)
• Work closely with the team on product improvements and quality assurance
• Analyze recurring issues and customer feedback to drive concrete improvements
• Prepare devices in the warehouse and occasionally put them into operation at customer sites

Requirements

• Good technical IT understanding
• Confident handling of software, networks, and digital tools; openness to AI
• Enjoyment of improving processes and thinking along on solutions
• Strong communication skills; ability to explain technical topics to non-technical users
• Structured, independent, and responsible working style
• Good English skills
• Practical/manual skills for occasional device work
• Class B driver’s license for occasional customer appointments
• Sport enthusiasm is a plus

Benefits

• Unbefristete Festanstellung (permanent position)
• €30,000–€45,000 per year
• Partial home office and flexible working hours
• Modern office in central Gütersloh
• Free drinks, employee discounts, and Barista coffee