IT 2nd Line Support Engineer (Remote)

About the Role

We are looking for an experienced IT 2nd Level Support Engineer to join our IT support team in Blieskastel, Germany.

The position is primarily remote, with 1 week of mandatory onsite training and onboarding in Blieskastel, Germany at the beginning of the assignment.

The role combines hands\-on 2nd Level IT support with IT Service Management responsibilities. You will handle escalated technical incidents, troubleshoot infrastructure and workplace issues, support IT services, and contribute to continuous service improvement.

Key Responsibilities

• Provide 2nd Level technical support for incidents and service requests escalated from 1st Level Support.


• Troubleshoot issues related to IT infrastructure, workplace technologies, applications, networks, Wi\-Fi, and user administration.


• Perform technical analysis and root\-cause analysis for recurring incidents.


• Document troubleshooting activities, solutions, and root\-cause findings in the ticketing system.


• Manage and update incidents and service requests within the IT Service Management system.


• Collaborate with 1st Level, 3rd Level, internal IT teams, external partners, and end users.


• Perform configuration, maintenance, and operational activities as required.


• Support planned IT maintenance and technical activities.


• Monitor system and service performance and identify potential risks and improvement opportunities.


• Create and maintain knowledge base articles and technical documentation.


• Ensure compliance with IT processes, standards, and security guidelines.


• Identify suitable technical activities that can be transitioned from 3rd Level to 2nd Level Support.


• Contribute to improving ITSM processes, workflows, and operational efficiency.


• Support KPI reporting, IT service reports, and service performance monitoring.

Required Skills \& Experience

• 3\+ years of professional experience in IT 2nd Level Support, IT Service Management, or a similar role.


• Broad knowledge of IT infrastructure and end\-user technologies.


• Good understanding of networks and Wi\-Fi technologies.


• Knowledge of user administration and access management.


• Basic knowledge of IT security and security best practices.


• Experience working with IT ticketing/service management systems.


• Strong troubleshooting and analytical skills.


• Experience performing root\-cause analysis.


• Strong documentation and reporting skills.


• Ability to work independently and collaboratively with different IT teams.


• Strong communication and stakeholder management skills.

Mandatory Requirements

• ITIL Certification – Mandatory


• German – Mandatory


• English – Mandatory


• 3\+ years of relevant IT experience


• Willingness and ability to complete 1 week of onsite training/onboarding in Blieskastel, Germany


• Ability to work remotely after completion of the onsite training

Preferred Qualifications

• Previous experience in a 2nd Level Support or Junior IT Service Manager position.


• Experience working within a structured IT Service Management environment.


• Experience with KPI reporting and service performance monitoring.


• Strong stakeholder management skills.


• Proactive approach to identifying and implementing IT service improvements.


• French language skills are an advantage.

Job Types: Full\-time, Contract
Contract length: 12 months

Application Question(s):

• Work Authorization?

Language:

• German? (Required)

Willingness to travel:

• 100% (Required)

Work Location: In person

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