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1 tydzień temu

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As a Second Level Support Specialist at IOV Omnibusverkehr GmbH Ilmenau, you will be responsible for delivering advanced technical support to our clients, ensuring high satisfaction levels and maintaining strong relationships with our clients. Our products allow users to access a variety of physical slot machines and ETGs from anywhere through modular design, real camera views, sound captures, and a user-friendly interface.

This position involves diagnosing complex technical issues, collaborating across teams, and maintaining detailed documentation. You will investigate and resolve escalated technical issues requiring in-depth product knowledge, analyze complex problems and provide timely solutions, and communicate effectively with customers to clarify issues.

Key Responsibilities:

  • Diagnose complex technical issues and provide timely solutions
  • Analyze complex problems and offer effective solutions
  • Communicate effectively with customers
  • Collaborate with R&D teams on specialized issues
  • Maintain detailed records of troubleshooting processes and solutions

Requirements and Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience
  • Experience in a second-level technical support role for up to 3 years
  • Strong analytical and problem-solving abilities
  • Excellent communication and interpersonal skills
  • Ability to work both independently and as part of a team
  • Relevant technology certifications are advantageous
  • Basic understanding of APIs
  • Proficiency in reading logs
  • Knowledge of system health metrics and alerts
  • Willingness to work night shifts
  • Experience with databases (e.g., MongoDB), Jira, ticketing systems, and back-office operations

What We Offer:

  • Dynamic and supportive work environment
  • Competitive salary and benefits package
  • Ongoing training and development opportunities