Senior Support Engineer providing complex 3rd Level Support at Delegate Technology for software solutions. Analyzing and resolving technical issues while working closely with Core Products Team.
About the role
- IT Support Engineer handling technical analysis and service requests with a focus on client systems in Hamburg. Collaborating on IT processes and providing support in a hybrid work environment.
Responsibilities
- Technical analysis, prioritization, and handling of service requests and incidents via a ticketing system
- Monitoring and adherence to defined Service Level Agreements (SLAs)
- Installation, configuration, rollout, and support of Windows clients, desktop PCs (ACMP), and macOS systems
- Administration and support of mobile devices using Mobile Device Management (MDM)
- Operation, monitoring, and troubleshooting of telephony and communication infrastructure
- Administration, maintenance, and support of the printer and multifunction device environment
- User management in Active Directory
- Technical administration and maintenance of user accounts on internal and external IT platforms
- Creation and maintenance of technical documentation and the knowledge base
- Support in the continuous optimization of IT service and support processes
- Participation in the rotating IT on-call duty (approx. every 7 weeks)
Requirements
- Completed IT training (e.g., IT specialist for system integration) or equivalent technical qualification
- Experience in IT service desk / 1st level support with advanced technical tasks (1.5-level)
- Excellent skills in analyzing and resolving client issues for common operating systems
- Experience in client and software management (e.g., ACMP, comparable deployment and patch management solutions)
- Practical experience in administering mobile devices using Mobile Device Management (MDM)
- Solid knowledge of Active Directory (user creation, group assignments)
- Basic knowledge of network and communication infrastructures (TCP/IP, DNS, DHCP, VPN, VoIP)
- Experience working with ticketing systems and structured, prioritized incident, problem, and request handling
- Ability to independently perform fault analysis, develop sustainable solutions, and escalate qualified issues to 2nd level
- Experience in technical documentation and active maintenance of knowledge bases
- Strong service and customer orientation combined with analytical, structured work methods
- Very good German and ideally good English skills, both spoken and written
- Team-oriented, structured working style and strong communication skills
- Willingness to participate in the rotating IT on-call duty
Benefits
- Central location in Hamburg’s City South with excellent transport connections
- Hybrid working
- 30 days of vacation and flexible working time models
- Option to buy/sell vacation days
- Annual salary review
- Childcare allowances
- Subsidies for public transport and drivers (Germany ticket vs. fuel vouchers)
- Pluxee restaurant passes
- Regular subsidized in-house massages
- Mental health coaching provided by an external provider
- Corporate benefits
- Sabbatical option
- Structured onboarding including a buddy program
- Career development through individual development plans and a diverse offering from PLATH Campus
- Exclusive events & sports activities (e.g., team events, summer/Christmas parties, after-work events, company runs, etc.)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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