First-Level IT Support Specialist

Quick Facts

• Role: First-Level IT Support Specialist (m/w/d)

• Location: Essen; remote portion possible

• Hours: Monday–Friday between 8:00 and 18:00 (split within the team); remote setup via remote maintenance; occasional on-site visits to partner practices possible

• Salary: €38,000–€50,000 per year

Description

You will be the first point of contact for member practices, handling tickets quickly and solving issues in a solution-oriented way. The role includes remote setup appointments where you configure processes from the docport process catalog in tomedo® and apply practice-specific personalization. You will also support the hotline, maintain self-help documentation, and assist with device (GDT) and Telematics Infrastructure (TI) integrations such as ePA, eRezept, eAU, and KIM.

Responsibilities

• Process inbound tickets for member practices as first point of contact, ensuring fast and binding handling
• Run remote setup appointments: configure processes in tomedo® via remote maintenance and implement personalization
• Provide hotline support for existing customers and answer questions about configured processes
• Maintain and expand self-help articles, DIY instructions, and internal documentation
• Support practice device integrations (GDT) and TI application integrations on the tomedo® side (ePA, eRezept, eAU, KIM)
• Keep clean responsibility boundaries and escalate infrastructure/hardware topics to the practice’s system house
• Route recurring support issues as feedback into the process and product team to improve the process catalog
• Support practices with follow-up questions about their processes

Requirements

• Experience in the IT-Health sector (practice management systems, IT system house for medical practices, or medical software provider); ideally with tomedo®
• Hands-on knowledge of GDT connections and medical device integration (lab, EKG, lung function, ultrasound) plus xDT interfaces (GDT, LDT, BDT)
• Familiarity with Telematics Infrastructure (TI) and applications: Konnektor, eHBA/SMC-B, KIM, ePA, eRezept, eAU
• Strong macOS skills; experience with remote desktop/remote support tools and ticketing systems
• Plus: knowledge of Addigy and ClickUp
• Enjoy writing clear instructions and documentation
• Excellent verbal and written communication; very good German and good English
• Customer orientation and ability to work independently and structured with a hands-on mentality
• Ability to learn from errors, question processes, and help eliminate chaos
• Team fit and alignment with the mission
• Completed IT training (e.g., IT system integration, software development, IT system electronics)
• Customer experience in support, ideally for doctor’s offices or other medical facilities
• Driver’s license Class B

Benefits

• Innovative start-up environment with a flat hierarchy and growth potential up to leadership responsibility
• Fair compensation with the possibility of remote and home office work over time
• Apple company laptop and modern equipment
• 30 days of paid vacation
• Job ticket
• Health prevention check-ups at docport practices
• Team events and outings