1st Line Support Engineer

OppCourt; Berlin; Hybrid; Vertraulich; Vollzeit

Zusammenfassung

A telecommunications solutions provider in Berlin is seeking a support technician to provide 1st line support and error analysis, as well as monitor customer inquiries via GitLab Service Desk. Prospective candidates should have strong skills in Bash and SQL, alongside a customer-first mentality. This role offers flexibility in working hours and location, health initiatives, and career development opportunities.

Leistungen

Flexible working hours

Health initiatives

Learning opportunities

Company pension

Bike leasing program

Public transportation subsidies

Qualifikationen

• Familiar with GitLab Service Desk.
• Ability to conduct root cause analysis.
• Demonstrated customer-first mentality.

Aufgaben

• Provide 1st line support and error analysis.
• Forward unresolved problems to specialists.
• Monitor support ticket tracking and respond to inquiries.

Kenntnisse

Bash

SQL

Customer support

Problem analysis

Technical training

Tools

ClickHouse

GitLab Service Desk

GitLab CI/CD

Jobbeschreibung

We are recruiting for a company that helps telecom operators reduce costs and improve service quality through intelligent traffic steering and automated load balancing. They value honesty, transparency, and a fun, collaborative workplace.

Tasks

• Providing 1st line support, from error analysis to qualification and initial solution.
• Forwarding unsolvable problems to the relevant specialist departments.
• Monitoring the support ticket tracking tool and answering customer inquiries (GitLab Service Desk).
• Conducting technical training courses/webinars and accompanying the release of new features.
• Creating and maintaining help documents for product use in various applications, e.g. FAQs, checklists, and technical documents.

Requirements

TECH STACK

• Languages: Bash, SQL
• Tools & Frameworks: ClickHouse (SQL-based DBMS), GitLab CI/CD, GitLab Service Desk

QUALIFICATIONS

• You are familiar working with tools such as GitLab Service Desk
• You have the ability to conduct a root cause analysis of an issue
• You demonstrate a customer-first mentality
• You are able to also support non-technical users to troubleshoot with patience and empathy
• You have the desire to learn how Internet Traffic works

NICE TO HAVE

• You have the ability to read and understand a script
• You have knowledge of internet topology and mechanisms behind internet transport

Benefits

1. Full flexibility in working hours and location
2. Health initiatives, pension scheme, free health checks, flu vaccines
3. Learning opportunities and career development
4. Company pension and virtual stock options
5. Bike leasing program, subsidized public transportation
6. Discounts on products and services
7. Additional leave for child care during illness
8. VSOP Program