IT Support Engineer

Job Summary

We are seeking two experienced IT Support Engineers (Level 2\) to join a warehouse\-based technical support team in Dortmund. The role involves providing second\-line IT support, network troubleshooting, and administrative system support, while also assisting onsite technicians and delivering remote support for client operations.

The engineers will work in a warehouse environment and collaborate closely with internal teams and client stakeholders, ensuring smooth IT operations and efficient issue resolution.

This is a long\-term opportunity with strong exposure to enterprise IT support, networking, and infrastructure operations.

Key Responsibilities

2nd Level IT Support (DSS Support)

• Provide Level 2 technical support for IT incidents and service requests


• Troubleshoot hardware, software, and system\-related issues


• Support internal technicians and remote users in resolving complex issues


• Escalate unresolved incidents to higher support levels when required

• Perform basic to intermediate network troubleshooting (connectivity, LAN/WAN issues)


• Support configuration and administration of network devices where required


• Assist in resolving connectivity and infrastructure\-related incidents


• Work closely with networking teams for escalations

• Provide administrative support for IT systems and user accounts


• Assist in system setup, configuration, and maintenance activities


• Support access management and basic Active Directory tasks (if applicable)


• Ensure proper documentation of all system\-related changes

• Work onsite in a warehouse environment supporting daily IT operations


• Assist technicians with technical issues and operational tasks


• Ensure smooth IT functionality within warehouse processes


• Support hardware handling, setup, and troubleshooting activities

• Provide remote support to technicians and end users


• Troubleshoot issues via phone, ticketing systems, or remote tools


• Maintain high service quality and timely resolution of tickets

• Log, track, and manage incidents using ticketing systems


• Ensure proper documentation of troubleshooting steps and resolutions


• Follow ITIL\-based processes and SLA requirements

• 2–5 years of experience in IT Support / Service Desk / L2 Support


• Strong understanding of IT infrastructure and networking fundamentals


• Experience in troubleshooting hardware, software, and network issues


• Good knowledge of system administration and user support


• Experience working with ticketing systems (ServiceNow or similar)


• Strong problem\-solving and analytical skills


• Ability to work in a warehouse/operational environment

• Experience in DSS (Device Support Services) environments


• Basic networking certifications (CCNA or equivalent)


• ITIL Foundation certification


• Experience supporting enterprise IT environments

Application Question(s):

• Authorized to work?

• German (Required)

• 100% (Required)

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