1st Level IT Support Specialist

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Role Overview: 1st Level IT Support Specialist
*Number of Positions: 2

Location:
Essen, Germany

Relocation Support:
Available: Relocation assistance is negotiable and offered after the probation period. Temporary accommodation can be provided during the probation period.

Remote Work:
Potential for 2 days of home office after onboarding.

Language:
Proficiency in German (C2 level / mother tongue) due to client interactions with high expectations (Doctors).

Key Responsibilities:
*Primary Support Contact: Serve as the first point of contact for medical practices (docport clients) experiencing technical issues.
*Ticket Management: Respond to and manage support tickets via phone and software-based ticket systems (e.g., Zendesk, Intercom).
*Technical Troubleshooting: Identify and resolve technical issues swiftly, ensuring practices face minimal disruptions.
*Documentation: Help maintain and update internal documentation, self-help articles, and support guidelines.
*On-Site Support: Occasionally visit client sites for direct troubleshooting or coordinate remote teams to handle on-site tasks.
*Hardware Setup: Assist with setting up and installing IT solutions at client practices as needed.

Required Skills and Technologies:
Must-Have:
*2-4 years of experience in IT support, with the ability to quickly diagnose issues and implement IT solutions.
*Strong customer service skills with a focus on maintaining client relationships.
*Familiarity with ticketing systems such as Zendesk or Intercom.
*Knowledge of operating systems, software applications, and network technologies.
*Proficiency in German (C2 level / mother tongue) due to client interactions with high expectations.
*Valid driver’s license (Class B) for travel to client sites.

Nice-to-Have:
*Completed IT apprenticeship or similar formal qualification.
*Experience in IT/Network-Security (e.g., CompTIA Security+, CEH, OSCP).
*Familiarity with network setup and hardware installation processes.

Experience Requirements:
*Minimum Experience: 2 years of IT support, with at least some direct interaction with clients.
*Ideal Experience: 4 years with an extensive background in troubleshooting and customer support.

Salary Range:
€36,000 - €46,000 annual gross salary depending on experience.

Bonus/Variable Salary:
No bonus offered.

Personality Traits & Mindset:
*Proactive and Self-Driven: Able to take ownership of tasks and manage day-to-day issues independently.
*Customer-Centric: Excellent interpersonal skills and service-oriented approach to troubleshooting.
*Highly Communicative: Must be able to communicate effectively with both clients and internal team members.
*Technical Aptitude: Ability to quickly understand and adapt to new technologies and systems.

Team Structure:
*Team Size: Support team comprises 5 members—1 for 2nd level support, the rest handle 1st level.
*Reporting: Directly report to Lead Support.
*Collaboration: Extensive collaboration with the fulfillment department (System Admin).

Travel Requirements:
25% travel component for on-site visits to client practices.

Hiring Process:
Step 1: Initial phone interview with Mikail (Founder), focusing on background and experience.
Step 2: On-site meeting to meet the team.
Step 3: 2-day Assessment Center with Lead Support to evaluate problem-solving and technical skills.
Final Decision: Best candidates will be selected after assessment and team feedback.
Timeframe: Ideally, the process will take 2 weeks to 1 month from initial contact to final decision.

Contract Specifics:
*Standard Workweek: 42 hours per week; flexibility offered.
*Vacation: 30 days of vacation.
*Probation Period: Standard probation period of 6 months.

This role is ideal for a candidate who enjoys hands-on technical support, thrives in a fast-paced startup environment, and is motivated by the opportunity to improve healthcare delivery.

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