Hybrid IT Support – First Level

at Hornetsecurity

• Job title: IT Support – First Level
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Professional Certificate
• Tech skills: Cloud, Linux
• Location requirements: Hybrid, Hannover, Germany

About the role

• IT Supporter providing First Level Support for Hornetsecurity's cloud services in a hybrid environment. Responsibilities include monitoring services, troubleshooting partner issues, and maintaining documentation.

Responsibilities

• You monitor Hornetsecurity’s cloud services and work on the continuous improvement of our service quality.
• You analyze and resolve issues encountered by our resellers and customers in connection with the use of Hornetsecurity services.
• You configure and troubleshoot services at a technical level.
• You provide technical support and assist our resellers and customers via ticketing system, chat and telephone.
• You create and maintain our internal and external knowledge base, FAQs and documentation.

Requirements

• You have completed IT training (e.g., IT Specialist in System Integration) or hold an equivalent qualification — career changers and entry-level candidates with IT affinity are very welcome.
• You demonstrate a customer- and service-oriented mindset.
• You are an excellent communicator.
• Ideally, you have basic knowledge of Linux.
• You are reliable and well organized.
• You enjoy learning new things and want to further develop your skills.

Benefits

• Temporary Employee Exchange Program – we support you to work at our global office locations and explore the world (e.g., Malta, Madrid, Montréal, Washington).
• Home office option and a predictable shift system (early and day shifts).
• Team events such as laser tag, escape rooms or get-togethers at our own legendary beer trolley in Hanover — expect surprises.
• Be-Active Bonus – we subsidize your fitness memberships.
• Whether by car, public transport or bike — we make commuting easier with free parking, GVH JobCard (Hanover), tax-free travel allowance (Berlin) or bike leasing!
• Contribution to company pension plan.
• Referral Bonus: €1,500 for each successful candidate referral.
• And of course the usual standards such as 30 days’ vacation, permanent contracts, development opportunities, coffee, tea, soft drinks & fresh fruit, office dogs, no dress code and much more.