Information Technology Support Engineer

Insight International (UK) Ltd; Frankfurt; Vor Ort; EUR 45.000 - 60.000; Vollzeit

Zusammenfassung

A global technology services provider is seeking a Support Engineer to provide L1 / L2 / L3 application support for critical applications. The role involves diagnosing and resolving issues while communicating effectively with users. Candidates should possess strong problem-solving skills, German language proficiency, and expertise in Automotive/DMS. A solid understanding of ITIL framework and experience with SQL querying is highly desirable. The position requires participation in on-call rotations and may include weekend support.

Qualifikationen

• Experience providing L1 / L2 / L3 application support.
• Knowledge of ITIL framework and incident management processes.
• Ability to analyze logs, stack traces, and system metrics.

Aufgaben

• Provide L1 / L2 / L3 application support for applications in production.
• Diagnose and resolve application defects and performance issues.
• Collaborate with teams to resolve complex technical problems.
• Execute SQL queries to retrieve data and diagnose issues.

Kenntnisse

Problem-solving skills

SQL querying

German language proficiency

Automotive/DMS expertise

Analytical skills

Jobbeschreibung

Support Engineer

Key Responsibilities

• Provide L1 / L2 / L3 application support for based applications running in production and hosted on Client Infrastructure, and using SQL databases.
• Diagnose and resolve application defects, performance issues, and configuration problems.
• Troubleshoot and resolve application issues, ensuring minimal disruption to business operations.
• Monitor application performance and system health, identifying and addressing potential issues proactively.
• Collaborate with L1 support, development teams, and other stakeholders to resolve complex technical problems.
• Perform root cause analysis for recurring issues and implement permanent solutions. Develop and maintain documentation for troubleshooting steps, issue resolution, and standard operating procedures.
• Assist in the deployment and configuration of applications and updates.
• Execute SQL queries to retrieve data, diagnose issues, and provide insights for application support.
• Participate in on-call rotation to provide 24/7 support for critical applications.
• Communicate effectively with users, providing updates on issue resolution and system status.
• Excellent problem-solving skills and the ability to work under pressure.
• Ability to work independently and as part of a team.
• German speaking candidate with Automotive / DMS expertise.
• Support on Weekends / holidays (As needed for P1 level issues).

Preferred Skills

• Knowledge of ITIL framework and incident management processes.
• Familiarity with automation tools and techniques to streamline support processes. Previous experience in a financial or technology-driven environment.
• Analyze logs, stack traces, and system metrics to identify root causes.
• Work closely with development, QA, DevOps, and infrastructure teams to ensure seamless issue resolution. Maintain and update support documentation, runbooks, and troubleshooting guides.
• Support deployments, hotfixes, and release activities.
• Maintain and update support documentation, runbooks, and troubleshooting guides.
• Ensure adherence to SLA and provide timely escalation when required.
• Participate in on-call rotation for critical production support.
• Strong analytical and communication skills.