IT Operation Engineer

• Receive, log, prioritise, and close incidents and requests through phone, email, and ticketing systems
• Perform initial diagnosis, troubleshooting, and escalation to next-level support or external partners
• Monitor systems, incoming alerts, and ticket queues to ensure timely action within agreed SLAs and OLAs
• Keep users updated on ticket progress, outcomes, and expected timelines
• Review responses from underlying support levels and enrich knowledge base articles accordingly
• Liaise with cross-functional support groups to resolve complex service requests
• Conduct outbound communication for notifications, updates, and service events
• Handle and maintain systems, peripherals, and basic technical equipment repairs
• Participate in shift-based operations and on-call rotations supporting 24/7 service coverage
• Validate incident and request documentation and ensure continuous ticket progress
• Support problem management activities, including root cause analysis and reporting
• Manage changes according to defined change management procedures

• Hold a bachelor’s degree in Computer Engineering, Communication Engineering, or Computer Science (preferred but not mandatory)
• Bring 1–3 years of IT support experience with a solid understanding of technical support operations
• Fluent in both written and spoken German and English
• Skilled in troubleshooting and analysis across operating systems (Windows, Linux/Unix)
• Familiar with basic web development concepts
• Possess networking knowledge and understanding of ITIL processes (a plus)
• Highly organised, detail-oriented, and comfortable working in a global collaborative environment
• Able to multitask, work under pressure, and maintain a customer-focused approach
• Strong communicator with confident negotiation and documentation skills in German and English
• Willing to work shifts and participate in on-call rotations

Knowledge of HTML, JavaScript, and Linux/Unix is an advantage

• Exposure to a multinational technology environment and cross-functional support teams
• Opportunity to deepen expertise in incident, problem, and change management processes
• Continuous learning through hands-on experience with operating systems, web technologies, and enterprise platforms
• Development within a 24/7 operational environment that enhances technical agility and responsiveness
• Growth opportunities in a global shared services organisation with diverse career paths