IT Support Specialist – 2nd Level

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Samhammer AG

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1988

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

Artificial Intelligence • B2B • SaaS

Samhammer AG is a Germany-based provider of AI-powered customer service and knowledge-management solutions for enterprises and operators of connected IoT devices. The company combines conversational AI, a curated device-specific knowledge framework (Agentic/ATHENA AI) and human expertise to deliver AI-assisted service centers, dialogbots, and lifecycle services (rollout, maintenance, logistics) as cloud-hosted, DSGVO-compliant offerings. Samhammer focuses on improving first-contact resolution, reducing service costs and operating entire service solutions from implementation through ongoing operation for B2B customers.

📋 Description

• Close collaboration with the client within 2nd- and 3rd-level support • Creation of knowledge articles and FAQs • Sharing knowledge with the team • Ensuring quality standards • Supporting team and project management • Handling calls and tickets using common ticketing systems • Providing qualified support and advice to end users • Remote troubleshooting for hardware and software issues • Assigning and installing software via remote access • Assisting users with the setup of PCs and mobile devices • User management for various applications

🎯 Requirements

• Qualified IT specialist, IT systems electronics technician or comparable qualification/professional experience • At least 3 years of experience in IT support • Experience with ticketing systems and preparing knowledge documentation • Experience using and administering Microsoft environments (Windows, Office, Active Directory) • Very good German and good English skills, both written and spoken • Ability to explain technical topics clearly and understandably

🏖️ Benefits

• E-scooter • Quiet room • Digital services and partnerships with employee benefits platforms