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

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DACHS IT

WebsiteLinkedInAlle Stellen

1 - 10 Mitarbeiter

💼 Beratung

🏥 Gesundheitswesen

📦 Logistik

Consulting • Healthcare • Logistics

DACHS IT ist ein IT-Beratungsunternehmen und Managed-Services-Anbieter, das sich auf die Entwicklung von Cloud-Plattformen und Container-Plattformen spezialisiert hat. Sie entwerfen, implementieren und betreiben skalierbare, sichere Cloud-Infrastrukturen mithilfe von Technologien wie Azure, AWS, Kubernetes und Red Hat OpenShift, und bieten DevOps, Managed Services (NOC, openDesk), cloud-native Sicherheit und AI-Integrationen (Azure OpenAI, OpenShift AI) für Unternehmens- und öffentliche Kunden an. DACHS IT legt besonderen Wert auf digitale Souveränität, Nachhaltigkeit und sichere Software-Lieferketten und bedient Branchen wie Industrie, Gesundheitswesen, Handel und Regierung.

Beschreibung

• Serve as the first technical point of contact for customers using DACHS IT managed services, especially openDesk • Process, prioritize, and resolve customer support requests • Analyze issues involving Linux or Linux-related systems, container technologies, and web-based applications • Support user administration, authentication, networking fundamentals, web services, and client-server architectures • Explain technical matters clearly and patiently through tickets, emails, documentation, phone calls, and remote sessions • Collaborate with DevOps and development teams on deeper analyses and recurring managed-services issues • Document solutions, workarounds, and recurring error patterns in the ticketing system and internal knowledge bases • Keep knowledge of products and platforms, especially openDesk, up to date • Bring customer-support feedback into the further development of services • Participate in on-call services

🎯 Anforderungen

• Basic technical knowledge of IT systems • Experience with Linux or Linux-related systems • Initial experience with container technologies or web-based applications used in openDesk environments • Experience in technical customer support or IT helpdesk, including structured analysis, prioritization, and handling of support requests • Confidence using ticketing systems • Experience documenting solutions and recurring problems in a structured manner • Understanding of user administration and authentication • Understanding of networking fundamentals • Understanding of web services • Understanding of client-server architectures • Strong service orientation and enjoyment of direct customer contact • Ability to explain technical topics clearly, patiently, and understandably in writing and verbally • Careful, independent working style and good prioritization skills • Resilience and overview during complex incidents or periods of high ticket volumes • Willingness to continuously learn new technical topics and product developments around openDesk and managed services • Fluent German, spoken and written • Willingness to participate in on-call services • Practical experience with openDesk or similar groupware/collaboration solutions is a plus • Basic knowledge of Kubernetes or container orchestration is a plus • Basic knowledge of SSO and SAML/OIDC identity and access management integrations is a plus • Experience with monitoring/logging tools in a support context is a plus • Experience in agile environments and cross-functional collaboration is a plus • Willingness to create and maintain internal documentation, how-tos, or customer guides is a plus • Willingness to contribute to customer training or onboarding when needed is a plus

🏖️ Vorteile

• Remote-First work model with choice of home office, shared office, or a mixture • Flexible working hours with personal responsibility • Interesting projects instead of routine tickets • Regular training and certifications with costs covered and time off provided • Internal knowledge exchange and professional development opportunities • Modern hardware, software, and required equipment • Fair fixed salary • Annual participation in company profits • Option of a company car depending on the role • Regular feedback and development discussions • 30 days of vacation per year, which do not expire • Group accident insurance and additional protection • Regular team activities, get-togethers, workshops, and excursions