Second Level Support Engineer (m/f/d)

Location: Neu-Isenburg

Your tasks

  • Processing requests from First Level Support, customers, and partners systematically.
  • Acting as a liaison between First Level Support and various company departments.
  • Coordinating with Third Level Support for complex issues.
  • Conducting regular stand-up meetings for knowledge exchange and ticket status updates.
  • Serving as a point of contact for partner and customer support queries, handling international support across different time zones.
  • Contributing to the creation of Knowledge Items and Best Practices, including web sessions for partners or first level support and addressing customer queries.
  • Managing technical issues, assisting customers, and overseeing projects in customer environments.
  • Collaborating with QA and Development teams to address technical problems, verify patches, and ensure customer satisfaction.
  • Assisting in describing typical customer environments, deployment plans, and providing remote support for end customers, including identifying errors and developing workarounds.

Your profile

  • Strong customer orientation and experience in leading technical projects.
  • Proficient in developing solution concepts and managing IT security projects.
  • Structured, analytically inclined work approach.
  • Excellent IT knowledge, particularly in Windows operating environments, AD/Meta-directories.
  • Confident demeanor, effective language and communication skills, strong rhetoric abilities.
  • Experience in professionally engaging with customers via various channels (phone, email, etc.).
  • Disciplined in handling customer-related information and promptly acting on insights from customer interactions.
  • Very good proficiency in both German and English, both written and spoken.

We offer

  • An open and friendly corporate culture characterized by constructive and collaborative interaction.
  • A flexible working hours model that can be adapted to individual needs.
  • Personal protection through international travel health insurance, private accident insurance, and support in the form of company pension schemes.
  • Professional and personal development through targeted training opportunities.
  • Free beverages, fresh fruit, and sweets.
  • Participation in sports programs such as running events or back training.
  • The opportunity to unwind with a round of foosball or PlayStation.

Do you feel addressed?

Then we look forward to receiving a meaningful application stating the earliest possible starting date and your salary expectations.
Apply now

How can we help you?

Talk to one of our specialists and find out how Utimaco can support you today.
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