1st/2nd Level IT Support Staff (m/f/d), Cologne

LOWTeq GmbH; Köln; On-site; EUR 40,000 - 55,000; Full time

Benefits offered by this job

Attractive remuneration

Company pension scheme

Regular training and further education opportunities

Job summary

A leading manufacturer of patient data management systems in Germany is seeking an IT-Support Staff member to provide technical support and assist customers with inquiries. The role involves managing support tickets, offering first-level support, and troubleshooting issues with medical software. Ideal candidates will have training in IT or healthcare, strong communication skills, and a service-oriented mindset. Flexible working hours and professional development opportunities are offered.

Qualifications

• Completed training in IT for system integration or healthcare and nursing.
• Experience in technical support or customer service is preferred.
• Basic understanding of medical software solutions is an advantage.

Responsibilities

• Act as the first point of contact for customer inquiries and technical support requests.
• Create and manage support tickets in the ticket system.
• Provide first-level support for standard technical inquiries.

Skills

Excellent communication skills

Problem-solving abilities

Familiarity with ticket systems

Customer service orientation

Education

Training in IT for system integration or healthcare and nursing

Tools

CRM software

Job description

Are you interested in the healthcare sector and enjoy promoting the prerequisites of modern medicine, digitalisation and data use? Then join our team! With us, you will have the opportunity to put your knowledge, personality and skills to good use!

With around 40 employees, LOWTeq GmbH is one of the leading manufacturers of patient data management systems (PDMS) in the German-speaking region for emergency medicine, surgical medicine and intensive care medicine with its super‑specialisations.

We are looking as soon as possible for our location in Cologne for

IT‑Support Staff (m/f/d) in full‑time

Who we are searching for?

We want to work with you to inspire our customers with our innovative PDMS solutions. You will use your expertise to support our team in processing customer enquiries and solving technical problems. Together with your colleagues in the support team, you will ensure smooth operations and high service quality.

What you’ll do?

• You are the first point of contact for customer enquiries and technical support requests in a medical context.
• You receive support requests, prioritise and categorise them, and forward them to the relevant departments.
• You create tickets in our ticket system, track their processing status and ensure that all relevant information is available for efficient problem solving.
• First‑level support: You provide first‑level support for our customers and resolve standard technical enquiries independently. For more complex issues, you forward the enquiry to second‑level support.
• Second‑level support: You analyse complex problems relating to the operation of our PDMS and its integration with medical devices and other IT systems.
• You document all customer interactions accurately and ensure that all enquiries and problems are recorded completely and correctly.

We are looking for these requirements:

• You have completed training in IT for system integration or training in healthcare and nursing.
• Ideally, you already have experience in a similar position, preferably in technical support or customer service.
• You are familiar with ticket systems, CRM software and basic IT applications.
• A basic understanding of medical software solutions or patient data management systems is an advantage but not essential. We offer comprehensive induction and training.
• You have excellent communication skills and can explain complex issues emphatically, clearly and comprehensibly.
• You work both independently and as part of a team and are able to set priorities.
• You have a high degree of empathy and a genuine interest in helping our customers.

It would be great if you:

• are service-oriented in your work.
• are a team player.
• are communicative, open and curious.

And what can we offer?

• A future‑proof, permanent job: Working hours are 8 hours a day and are flexible between 8 a.m. and 6 p.m. to ensure continuous availability during business hours.
• Personal and professional development: You will receive regular training and further education opportunities and learn about the relevant technologies and standards in medical informatics.
• A dedicated team: You will be part of a friendly, helpful team with flat hierarchies that values open and appreciative communication.
• Attractive remuneration and additional benefits: We offer attractive, performance‑based pay and additional benefits, such as a company pension scheme.

Got you interested? Send us your CV and let's find out together! We will be happy to chat with you!