Support Engineer (Managed Services) (m/w/d)

Role Summary

what do we offer?

At DACHS IT you shouldn’t just have “a job”, but rather a working environment that suits your life, your strengths and your goals. That's why we offer you:

Remote-First as a lived model

We have been consistently working remotely for years. You decide where you are most productive – home office, shared office or a mix of both.

Flexible working hours with personal responsibility

You can schedule your work within the projects flexibly throughout the week. For us, reliability in the team and transparent communication are more important than presence at the desk.

Exciting projects instead of routine tickets

Together we will find projects that fit your profile and development - e.g. E.g. platform construction, cloud migration, automation, operations or technical training for customers.

Further training, certifications & knowledge exchange

Regular training and certifications are firmly planned - with costs covered and exemption. There is also internal exchange of knowledge, sparring at eye level and space to further develop yourself both professionally and methodically.

Modern equipment & working environment

You will receive modern hardware, the right software and the necessary equipment so that you can work efficiently and comfortably.

Attractive general conditions

In addition to a fair fixed salary, you receive an annual share of the company's profits. Depending on the role, there is also the option of a company car.

Transparent feedback culture & development

We don't rely on mandatory annual appointments, but rather on regular, honest discussions at eye level - you give us feedback, we give you. This way we all know where we stand and can specifically support our next development steps together.

Health, Leisure & Safety

You receive 30 days of vacation per year that do not expire, as well as additional protection, for example through group accident insurance. This means you are well positioned not only professionally but also privately.

Team culture & shared experiences

Despite being remote-first, personal exchange is important to us: We meet regularly for joint activities - sometimes casual at a get-together, sometimes for a joint workshop, sometimes active on excursions - and thus ensure real cohesion away from the screen.

who are we looking for?

You enjoy supporting customers with technical questions and explaining modern IT workplace solutions in an understandable way. You have initial to solid experience in technical support or IT help desk and feel comfortable in the environment of Linux, containers and web-based applications - ideally already with contact with openDesk or comparable groupware/collaboration platforms. You work in a structured manner, remain calm and service-oriented even in the event of more complex disruptions and want to continuously familiarize yourself with our managed services products and technologies.

what are you doing with us?

As a support engineer, you are the first technical contact for our customers in the area of our managed services, especially openDesk:

You process support requests in a structured manner, prioritize them and find solution-oriented answers.

You analyze problems in the environment of Linux or Linux-related systems, container technologies and web-based applications (e.g. components of openDesk such as groupware, file sharing, IAM).

You will assist with topics such as user management, authentication, network fundamentals, web services and client-server architectures.

You explain technical issues understandably and patiently - both in writing (tickets, emails, documentation) and by telephone or in remote sessions.

You will work closely with the DevOps and development teams when it comes to deeper analysis or recurring issues in our managed services.

You document solutions, workarounds and common error patterns in the ticket system and in internal knowledge databases.

You will continually keep your knowledge of our products and platforms (especially openDesk) up to date and incorporate feedback from customer support into the further development of the services.

what are you bringing with you?

Requirements

• Basic technical knowledge of IT systems.
• Experience working with Linux or Linux-related systems.
• Initial experience with container technologies or web-based applications such as those used in the openDesk environment.
• Experience in technical customer support or IT helpdesk, including structured analysis, prioritization and processing of support requests.
• You are confident in dealing with ticket systems and have experience in the structured documentation of solutions and recurring problems.
• Good understanding of typical components of modern IT workplace solutions:
• User management and authentication
• Network basics
• Web services
• Client-server architectures

Confident handling of ticket systems as well as documentation of solutions and recurring problems.

Nice to have

• First practical experience with openDesk or similar groupware/collaboration solutions (e.g. Nextcloud, OX, mail and calendar services).
• Basic knowledge of Kubernetes or container orchestration in the context of managed services.
• Basic knowledge of connecting applications to Identity & Access Management (SSO, SAML/OIDC).
• Experience with monitoring/logging tools in a support context.

Soft skills

• Strong service orientation and enjoyment of direct customer contact.
• Ability to explain technical topics understandably, patiently and clearly - in writing and orally.
• Careful, independent way of working and good ability to prioritize, even with several requests running in parallel.
• Resilience and overview even in the case of more complex disruptions or in phases of high ticket loads.
• Willingness to continuously familiarize yourself with new technical topics and product developments related to openDesk and our managed services.
• Fluent knowledge of spoken and written German.
• Willingness to participate in on-call services.

Nice to have

• Experience in agile environments and working with cross-functional teams (support, DevOps, development).
• Enjoy creating internal documentation, how-tos or short customer guides and keeping them up to date.
• Willingness to participate in customer training or onboarding if necessary.

Additional Information

What does our application process look like?

If you apply to us, we will transparently accompany you through several clearly structured steps. It's important to us that you know where you stand at all times - that's why you'll receive prompt feedback in every phase and all the information you need about the rest of the process. You usually go through the following steps:

Screening

We look through your documents carefully and evaluate whether your experience, skills and goals match the advertised role and DACHS IT - on this basis we decide whether to invite you to get to know each other.

Introductory conversation

You will get to know a member of our team in a 30-45 minute video call. You talk about your background, our culture, expectations from both sides and have room for questions.

Technical interview

In a 60-minute appointment, you will solve complex technical tasks together with one or two of our consultants. Our aim is to get to know your approach, your specialist knowledge and how you work together as a team.

Personal conversation

Afterwards you will meet our managing director Alexander. You will discuss remaining questions, general conditions and what a shared future at DACHS IT could actually look like.

Offer

If the idea is correct on both sides, you will receive an offer from us – transparent, comprehensible and with all the important details.