Support Engineer (Managed Services) (m/f/d)

As a support engineer, you are the first technical contact person(s):in for our customers in the vicinity of our managed services, especially openDesk: You work out support requests structured, prioritize them and find solution-oriented answers. You analyze issues related to Linux or Linux-close systems, container technologies and web-based applications (e.g. components from openDesk such as Groupware, File-Sharing, IAM). You support topics such as user management, authentication, network bases, web services and client server architectures. You explain technical facts in a comprehensible and patient way – both in writing (tickets, e-mails, documentation) and by phone or in remote sessions. You work closely with the DevOps and development teams when it comes to deeper analyses or recurring problems in our managed services. You document solutions, workarounds and frequent error images in the ticket system and in internal knowledge databases. You keep your knowledge of our products and platforms (especially openDesk) up-to-date and bring feedback from customer support to the further development of the services.

Technical skills Must-have Basic technical knowledge in the field of IT systems. Experience in handling Linux or Linux-close systems. First experience with container technologies or web-based applications as used in the openDesk environment. Experience in technical customer support or IT-Helpdesk, including structured analysis, prioritization and processing of support requests. You are safe in handling ticket systems and bring experience in structured documentation of solutions and recurring problems. Good understanding of typical components of modern IT workstation solutions:user management and authentication Network bases Web services Client server architectures Safe handling of ticket systems and documentation of solutions and recurring problems.

Nice-to-have First practical experience with openDesk or similar groupware/collaboration solutions (e.g. Nextcloud, OX, mail and calendar services). Basic knowledge of Kubernetes and Container orchestration in the context of managed services. Basic knowledge for connecting applications to Identity & Access Management (SSO, SAML/OIDC). Experience with monitoring/logging tools in the support context.

Soft skills Must-have Embossed service orientation and pleasure in direct customer contact. Ability to explain technical topics in a comprehensible, patient and clear manner – in writing as oral. Careful, independent functioning and good prioritization capability, even with several parallel requests. Loadability and overview even in complex disturbances or in phases of high ticket load. Willingness to continuously incorporate into new technical topics and product developments around openDesk and our managed services. German language skills in word and writing Nice-to-have Experience in agile environments and in collaboration with cross-functional teams (Support, DevOps, Development). Joy in creating and maintaining internal documentation, how-tos or short customer guides. willingness to participate in customer training or onboarding if necessary.

With DACHS IT, you should not just have a place, but a working environment that matches your life, strengths and goals. That's why we offer you: Remote-First as a living model We have been working remotely for years. You decide where you are most productive – home office, shared office or a mixture of both. Flexible working hours with personal responsibility You can share your work in the context of the projects in a flexible manner over the week. Reliability in the team and transparent communication are more important than presence at the desk. Exciting projects instead of routine tickets Together, we find projects that match your profile and development, such as platform construction, cloud migration, automation, operations or technical training at customers. Training, certifications & knowledge exchange Regular trainings and certifications are planned – with cost acceptance and release. In addition, internal knowledge exchanges, Sparrings at eye level and space come to develop you professionally and methodically. Modern equipment and working environment You get modern hardware, the right software and the equipment you need to work efficiently and comfortably. Attractive framework conditions In addition to a fair fixed salary, you get an annual stake in the company's profit. Depending on the role, there is also the option on a company car. Transparent feedback culture & development We do not focus on annual mandatory dates, but on regular, honest conversations – you give us feedback, we give you. This is how we all know what we are about and can support our next development steps in a targeted manner. Health, Leisure & Security You will receive 30 days of vacation per year, which will not fail, as well as additional insurance, for example by a group accident insurance. So you are not only professional, but also privately well placed. Team culture & common experiences Despite Remote-First, personal exchange is important: we meet regularly for joint activities – sometimes loose at a get-together, sometimes at a joint workshop, sometimes actively at excursions – and thus ensure real cohesion away from the screen. .