ఉద్యోగ వివరణ

Role overview

As an IT Second Level Support Engineer, you will act as a key technical point of contact for customer projects. Your work will involve investigating incidents, operating within customer system environments, and coordinating closely with service, commissioning, and third-level teams to keep systems stable and running smoothly.

Responsibilities

Handle second-level support tickets in the ticketing system
Investigate technical faults and incidents in customer environments
Access customer systems remotely through VPN, servers, and software tools
Work with Linux and Windows servers
Review logs, services, and overall system health
Start and restart services, databases, and applications as needed
Perform root-cause analysis and document findings clearly
Manage incidents, including prioritization, escalation, and follow-up
Transfer complex cases to third-level support when required
Work closely with service, commissioning, and project teams
Provide technical support during rollouts and on-site assignments
Communicate with customers actively by email and phone
Help calm difficult situations through confident, solution-focused communication

Requirements

Several years of experience in second-level IT support
Strong working knowledge of Linux and Windows servers
Hands-on experience with remote access methods such as VPN, SSH, and RDP
Basic understanding of databases, including starting them, reviewing logs, and performing initial analysis
Experience handling logs and interpreting system log data
Understanding of software services and distributed systems
Experience with incident and ticket workflows
Highly structured and careful approach to work
Strong technical curiosity and problem-solving ability
Excellent communication skills, both written and verbal
Confident demeanor in challenging customer situations
De-escalating, practical, and resilient mindset
Hands-on attitude with persistence in solving issues

What this role is not

This is not a pure call-center or first-level support role
This is not only about closing tickets by routine
This is not a back-office position without customer interaction

Benefits

Technically demanding work with real depth
Direct involvement with actual customer systems
Close collaboration with technical, service, and project teams
Short decision-making paths and a high degree of ownership
Long-term prospects in a growing company
Attractive pay aligned with performance
Flexible working hours and a possible remote component

Additional information

Flexible working hours and a possible remote component are mentioned as part of the working setup. The employer emphasizes that the role involves real technical depth, direct customer contact, and collaboration across teams.

IT Second Level Support Engineer (m/w/d)