IT Second Level Support Engineer (m/w/d)

Role overview

As an IT Second Level Support Engineer, you will act as a key technical point of contact for customer projects. Your work will involve investigating incidents, operating within customer system environments, and coordinating closely with service, commissioning, and third-level teams to keep systems stable and running smoothly.

Responsibilities

• Handle second-level support tickets in the ticketing system
• Investigate technical faults and incidents in customer environments
• Access customer systems remotely through VPN, servers, and software tools
• Work with Linux and Windows servers
• Review logs, services, and overall system health
• Start and restart services, databases, and applications as needed
• Perform root-cause analysis and document findings clearly
• Manage incidents, including prioritization, escalation, and follow-up
• Transfer complex cases to third-level support when required
• Work closely with service, commissioning, and project teams
• Provide technical support during rollouts and on-site assignments
• Communicate with customers actively by email and phone
• Help calm difficult situations through confident, solution-focused communication

Requirements

• Several years of experience in second-level IT support
• Strong working knowledge of Linux and Windows servers
• Hands-on experience with remote access methods such as VPN, SSH, and RDP
• Basic understanding of databases, including starting them, reviewing logs, and performing initial analysis
• Experience handling logs and interpreting system log data
• Understanding of software services and distributed systems
• Experience with incident and ticket workflows
• Highly structured and careful approach to work
• Strong technical curiosity and problem-solving ability
• Excellent communication skills, both written and verbal
• Confident demeanor in challenging customer situations
• De-escalating, practical, and resilient mindset
• Hands-on attitude with persistence in solving issues

What this role is not

• This is not a pure call-center or first-level support role
• This is not only about closing tickets by routine
• This is not a back-office position without customer interaction

Benefits

• Technically demanding work with real depth
• Direct involvement with actual customer systems
• Close collaboration with technical, service, and project teams
• Short decision-making paths and a high degree of ownership
• Long-term prospects in a growing company
• Attractive pay aligned with performance
• Flexible working hours and a possible remote component

Additional information

Flexible working hours and a possible remote component are mentioned as part of the working setup. The employer emphasizes that the role involves real technical depth, direct customer contact, and collaboration across teams.