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

what do we offer?At DACHS IT you shouldn’t just have “a job”, but rather a working environment that suits your life, your strengths and your goals. That's why we offer you: Remote-First as a lived modelWe have been working consistently remotely for years. You decide where you are most productive - home office, shared office or a mixture of both.Flexible working hours with personal responsibilityYou can schedule your work flexibly throughout the week as part of the projects.

For us, reliability in the team and transparent communication are more important than presence at the desk. Exciting projects instead of routine ticketsTogether we will find projects that fit your profile and your development - e.g. E.g. platform construction, cloud migration, automation, operations or technical training for customers.

Further training, certifications & knowledge exchangeRegular training and certifications are firmly planned - with costs covered and exemption. In addition, there is internal exchange of knowledge, sparring sessions at eye level and space to further develop yourself both professionally and methodically. Modern equipment and working environment You receive modern hardware, the right software and the necessary equipment so that you can work efficiently and comfortably.

Attractive general conditions In addition to a fair fixed salary, you receive an annual share in the company's profits. Depending on the role, there is also the option of a company car.Transparent feedback culture & developmentWe do not rely on annual mandatory appointments, but on regular, honest discussions at eye level - you give us feedback, we give you. This way we all know where we stand and can specifically support our next development steps together.

Health, leisure & safety You receive 30 days of vacation per year, which do not expire, as well as additional protection, for example through group accident insurance. This means you are well positioned not only professionally, but also privately.Team culture & shared experiencesDespite being remote-first, personal exchange is important to us: We meet regularly for joint activities - sometimes casual at a get-together, sometimes for a joint workshop, sometimes active on excursions - and thus ensure real cohesion away from the screen.Who are we looking for?You enjoy supporting customers with technical questions and explaining modern IT workplace solutions in an understandable way. You have initial to solid experience in technical support or IT help desk and feel comfortable in the environment of Linux, containers and web-based applications - ideally already with contact with openDesk or comparable groupware/collaboration platforms.

You work in a structured manner, remain calm and service-oriented even in the event of more complex disruptions and want to continuously familiarize yourself with our managed services products and technologies. What do you do with us? As a support engineer, you are the first technical contact for our customers in the area of ​​our managed services, especially openDesk: You process support requests in a structured manner, prioritize them and find solution-oriented answers.

You analyze problems in the environment of Linux or Linux-related systems, container technologies and web-based applications (e.g. openDesk components such as groupware, file sharing, IAM). You will assist with topics such as user management, authentication, network fundamentals, web services and client-server architectures. You explain technical issues understandably and patiently - both in writing (tickets, emails, documentation) and by telephone or in remote sessions.

You will work closely with the DevOps and development teams when it comes to deeper analysis or recurring issues in our managed services. You document solutions, workarounds and common error patterns in the ticket system and in internal knowledge databases. You will continually keep your knowledge of our products and platforms (especially openDesk) up to date and incorporate feedback from customer support into the further development of the services. what are you bringing with you?

Technical Skills Must-have Basic technical knowledge in the area of ​​IT systems. Experience working with Linux or Linux-related systems. Initial experience with container technologies or web-based applications such as those used in the openDesk environment.

Experience in technical customer support or IT helpdesk, including structured analysis, prioritization and processing of support requests. You are confident in dealing with ticket systems and have experience in the structured documentation of solutions and recurring problems. Good understanding of typical components of modern IT workplace solutions: User management and authentication Network basics Web services Client-server architectures Confident handling of ticket systems as well as documentation of solutions and recurring problems.

Nice-to-have First practical experience with openDesk or similar groupware/collaboration solutions (e.g. Nextcloud, OX, mail and calendar services). Basic knowledge of Kubernetes or container orchestration in the context of managed services.

Basic knowledge of connecting applications to Identity & Access Management (SSO, SAML/OIDC). Experience with monitoring/logging tools in a support context. Soft Skills Must-have Strong service orientation and enjoyment of direct customer contact.

Ability to explain technical topics understandably, patiently and clearly - in writing and orally. Careful, independent way of working and good ability to prioritize, even with several requests running in parallel. Resilience and overview even in the case of more complex disruptions or in phases of high ticket loads.

Willingness to continuously familiarize yourself with new technical topics and product developments related to openDesk and our managed services. Fluent knowledge of spoken and written German. Willingness to participate in on-call services.

Nice-to-have experience in agile environments and working with cross-functional teams (support, DevOps, development). Enjoy creating internal documentation, how-tos or short customer guides and keeping them up to date. Willingness to participate in customer training or onboarding if necessary.

What does our application process look like? If you apply to us, we will transparently accompany you through several clearly structured steps. It's important to us that you know where you stand at all times - that's why you receive prompt feedback in every phase and all the information you need about the rest of the process.

As a rule, you go through the following steps:ScreeningWe look through your documents carefully and evaluate whether your experience, skills and goals match the advertised role and DACHS IT - on this basis we decide whether to invite you to get to know each other.Introductory conversationIn a 30-45 minute video call, you will get to know a member of our team. You talk about your background, our culture, expectations from both sides and have room for questions.Technical InterviewIn a 60-minute appointment, you will solve challenging technical tasks together with one or two of our consultants. Our aim is to get to know your approach, your specialist knowledge and how you work together as a team.Personal conversationYou will then meet our managing director Alexander.

You will discuss remaining questions, general conditions and what a shared future at DACHS IT could actually look like.OfferIf the idea is correct on both sides, you will receive an offer from us - transparent, comprehensible and with all the important details.Originally posted on Himalayas