Customer Support Engineer (L1)

Giesecke+Devrient; Málaga; Presencial; EUR 25.000 - 40.000; Jornada completa

Descripción de la vacante

G+D Mobile Security is seeking a Customer Support Engineer (L1) to join our 24/7 Customer Support team. You will provide first-line technical support to customers, perform initial troubleshooting, and ensure incidents are tracked and resolved in line with agreed service levels.

Based in Sant Joan Despí, you will work a 24/7 rotating shift, execute Linux-based tasks, coordinate with internal teams, and help maintain reliable service delivery with a professional, customer-focused mindset.

Formación

• Experience in IT support or customer service environment.
• Ability to diagnose issues and provide clear next steps.
• Strong communication and ownership of tasks.

Responsabilidades

• Be the first contact for customers and provide timely support.
• Perform initial troubleshooting and diagnose using tools and procedures.
• Open and manage support tickets end-to-end.
• Escalate issues when needed with clear handovers.
• Coordinate with internal teams to ensure reliable service delivery.
• Support operational tasks such as maintenance window coordination and user administration.
• Execute defined Linux-based tasks following instructions and quality standards.
• Participate in 24/7 shift rotation.

Conocimientos

ITIL knowledge

Customer service

Linux basics

Troubleshooting

Herramientas

ServiceNow

Monitoring tools

Linux

Ticketing systems

Descripción del empleo

Customer Support Engineer (L1) – 24/7 Operations

Company:G+D Mobile Security
Working model:24/7 rotating shifts

About the role

G+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We’re looking for a Customer Support Engineer (L1) to join our 24/7 Customer Support team and provide first-line technical support to our customers. In this role, you’ll handle incoming incidents and requests, perform initial troubleshooting, and ensure issues are tracked and resolved in line with agreed service levels.

Whatyou’lldo

Be the first point of contact for customers, providing professional andtimelysupport.

Perform initial troubleshooting and diagnosis using monitoring tools and documented procedures.

Open and manage support tickets end-to-end: tracking, documentation, updates, and closure.

Escalate issues to the next support level when needed, ensuring clear handovers.

Coordinate with internal teams and stakeholders to support reliable service delivery.

Support operational activities such asmaintenancewindow coordination and basic user administration.

Execute defined technical tasks in a Linux environment (e.g., data imports), following instructions and quality standards.

Participate in a 24/7 shift rotation based on a defined roster.

What you bring

Strong interest in IT and operations; proactive, hands-on, and eager to learn.

A structured, detail-oriented mindset and good ownership of tasks.

Customer-focused attitude and the ability to stay calm under pressure.

Good written and verbal communication skills.

Ability to collaborate with different teams and stakeholders.

Willingness to work on a 24/7 rotating shift schedule.

Basic understanding of IT service management concepts (ITIL is a plus).

Nice to have

Familiarity with ticketing systems (e.g., ServiceNow) and monitoring tools.

Basic Linux knowledge (commands, log checking).

What’s great about working with us

Culture and diversity:Join a people-oriented environment with diverse nationalities, strong team spirit, and flat hierarchies where everyone speaks to everyone. We are an Equal Opportunity Employer and LGBT+ friendly

Global Collaboration:Work collaboratively with stakeholders around the globe

Career Development:Benefit from continuous training, coaching, and talent development programs

Own Canteen:Take a break with our breakfast and lunch service, choose from a wide range of menus, salad desk, and sandwich options, all at affordable prices!

Work-Life Balance:Rotation-based shifts to ensure 24/7 coverage, with flexibility. Shift schedules are designed to maintain work-life balance while supporting operational needs.

Location:Sant Joan Despí. Easily accessible by public transport

Privacy Notice

The personal data you provide will be processed to manage your application in accordance with the GDPR and our Privacy Policy, available atData Privacy | G+D .

$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation.

G+D shapes trust in the digital age, with built-in security technology in three segments Digital Security, Financial Platforms and Currency Technology.