Customer Support Engineer (L1)

Giesecke+Devrient; Sant Joan Despí; Híbrido; EUR 30.000 - 40.000; Jornada completa

Descripción de la vacante

A global telecommunications security leader based in Sant Joan Despí seeks a Customer Support Engineer (L1) for their 24/7 operations. This role involves providing first-line technical support, managing support tickets, and troubleshooting incidents. Ideal candidates will have a customer-focused attitude, good communication skills, and the ability to work in a team. Familiarity with IT service management concepts and basic Linux knowledge is a plus. The position offers a dynamic work environment with opportunities for career development and work-life balance.

Servicios

Flexible compensation (transport tickets, training, private insurance)

Career development programs

Own canteen with affordable meal options

Work-life balance with rotation-based shifts

Formación

• Strong interest in IT and operations.
• Detail-oriented mindset and good task ownership.
• Willingness to work on a 24/7 rotating shift schedule.

Responsabilidades

• Provide first-line technical support to customers.
• Perform initial troubleshooting and diagnosis.
• Open and manage support tickets end-to-end.

Conocimientos

Customer-focused attitude

Good written and verbal communication skills

Proactive and hands-on approach

Ability to collaborate with teams

Herramientas

Linux

ServiceNow

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.

What you’ll do

• Be the first point of contact for customers, providing professional and timely support.

• 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 as maintenance window 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.

• Social Benefits: flexible compensation (transport tickets, training, private insurance), etc.

• 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 and remote work options (up to 3 days per week). 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 at Data 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.