Hybrid IT Support Engineer – 1st/2nd Level

at empower

• Job title: IT Support Engineer – 1st/2nd Level
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Azure, Firewalls, SQL
• Location requirements: Hybrid, Cologne, Germany

About the role

• IT Support Engineer managing software installations and updates for clients. Collaborating with development and customer success teams to ensure high service quality and troubleshoot issues.

Responsibilities

• You handle the installation, configuration, and deployment of our software for new customers
• In addition, you support existing customers by applying updates and performing professional troubleshooting
• You advise customers on technical installation and rollout scenarios for our software within their IT infrastructure
• As the central point of contact, you independently and efficiently analyze, classify, and resolve customers' technical inquiries
• You work closely with Development and Customer Success teams to resolve complex customer issues and ensure high service quality
• You take ownership of the entire technical implementation process and, when needed, coordinate alignment between customers and internal specialists

Requirements

• A degree in Computer Science, completed training as an IT specialist (m/f/d), or an equivalent qualification
• Motivated career changers with an interest in IT are also welcome
• You already have initial professional experience in technical IT support, system administration, or IT customer support, ideally in a software environment
• You have hands-on experience with Microsoft Azure, Active Directory, and SQL Server environments
• You have a solid understanding of network and security topics such as SSL certificates, firewalls, and proxies, and can independently analyze log files for troubleshooting
• Ideally, you have practical experience working with databases and SQL queries
• You are proficient with common MS Office applications
• You communicate clearly, confidently, and proactively in both German and English, verbally and in writing
• You work independently, in a structured and reliable manner, and are solution-oriented
• Strong customer orientation, teamwork skills, and a hands-on mentality complete your profile.

Benefits

• You will become part of a great team where every individual counts and enjoys coming to work
• You will receive comprehensive and detailed onboarding to become an expert in your field
• Extensive internal and external training and development opportunities
• Home office with regular presence in our Cologne office (1–2 times per month)
• 30 days of vacation, every last Friday of the month off, and attractive compensation
• Modern workplace in the heart of Cologne