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JR951, JR950 - Hotline Support Specialist (DE/EN)

22 hours, 6 minutes ago
Europe, Germany, Poland
Junior
Technical Support Engineer
Customer and Technical Support
AWS Drupal GitLab JIRA PagerDuty
Apply Now
ELEKS

ELEKS

ELEKS specializes in providing software engineering, technology consulting, and quality assurance services, helping industry leaders transform innovative ideas into effective business solutions across various sectors, including data science, mobility, ...

Construction & Engineering
1001-5000
Founded 1991
View All Jobs 5

Description

  • Handle incoming hotline calls for support requests, service inquiries, and incident reports.
  • Assess, classify, troubleshoot, and resolve reported issues at first-line support level where possible.
  • Document requests, actions taken, classifications, and resolution statuses in the ticketing system.
  • Escalate incidents to the appropriate technical teams in line with SLA and escalation procedures.
  • Provide rotating after-hours and weekend on-call support for critical incidents.
  • Perform qualified intake and immediate escalation of highest-severity incidents to the on-duty technical team.
  • Maintain continuity of critical incident handling until resolution or an effective workaround is available.
  • Collaborate with technical support teams to ensure timely resolution.
  • Maintain accurate incident records and contribute to support-process improvements.

Requirements

  • German proficiency at C1 level or higher, including the ability to handle technical inquiries under pressure.
  • English proficiency at B2 level or higher for internal communication and documentation.
  • Basic technical understanding of web platforms and content management systems.
  • Experience with Jira or similar ticketing systems.
  • Ability to assess, classify, document, and escalate technical incidents according to established procedures.
  • Strong communication, problem-solving, and customer support abilities.
  • Ability to work independently and coordinate with technical support teams.
  • Willingness to work rotating on-call shifts, including evenings, nights, and weekends.
  • Availability aligned with the CET/CEST time zone.
  • Experience with ITIL incident management, Drupal, GitLab, AWS, monitoring tools, PagerDuty, or previous IT/hotline/on-call support is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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