Technical Support Specialist (German Speaking)

Hornetsecurity; Madrid; Presencial; EUR 32.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited contract

Travel allowance 20 EUR/month

Home Office up to 2 days/week

Referral bonus 1500 EUR

Descripción de la vacante

Hornetsecurity seeks a technical support specialist (German-speaking) for our Barcelona team to diagnose and resolve complex client issues across Windows Server, email, and networking. You will handle tickets, build strong customer relationships, and participate in follow-the-sun support to ensure 24/7 service.

The role requires IT vocational education, IT support experience, and fluency in English and German, with a customer-focused mindset and strong problem-solving skills.

Formación

• Vocational IT education or equivalent
• Experience in IT support and customer-focused roles
• Strong problem-solving and analytical skills
• Fluent English and German (written and spoken)
• Good understanding of IP networking and common protocols (SMTP, DNS, HTTP)
• Experience with mail flow and mail servers is a plus

Responsabilidades

• Diagnose and resolve technical issues for corporate clients via phone, email and chat
• Create and manage support tickets through to final resolution
• Build relationships and deliver an excellent customer experience
• Monitor incident notifications and escalate as needed for action
• Assess incident priority and assign appropriate SLA-based handling
• Collaborate with product and other teams to provide comprehensive support
• Educate users and participate in follow-the-sun support model

Conocimientos

IT support

Windows Server troubleshooting

Networking basics

German language

English language

Customer service

Educación

IT vocational education

Herramientas

Event Log Viewer

netstat

Windows Server

Hyper-V

VMware

Linux

Descripción del empleo

For our location in Barcelona we are looking for a motivated Technical Support Specialist (German speaking) for 40 hours/week to start immediately or as soon as possible.

Your Job

• You will diagnose and resolve our corporate clients' technical issues over the phone, email and online chat in the areas of system configurations, product functionality and bugs/enhancements.
• You create support tickets and process them to final resolution.
• You build personal customer relationships and focus on offering an awesome customer experience.
• You remain alert to messages from the incident notification system and inform the response team when incidents arise.
• You are responsible for the initial assessment of reported incidents to assign the most appropriate priority level to new tickets.
• You escalates issues and tickets so that they may be considered for immediate action, based on possible impact or SLA.
• You convey customer feedback to product development staff.
• You interact with other teams to provide comprehensive and high-quality support.
• You help in user education.
• You are happy to work in a global team that uses a follow-the-sun shift approach to provide 24/7 support to our customers.

Your Profile

• You have a vocational education in information technology.
• You have experience in IT support.
• You have excellent logical, analytical and problem-solving skills.
• You have a very high level of English AND German (both written and spoken).
• You are customer focused – must have good people skills, be friendly and helpful.
• You have experience in troubleshooting Windows Server issues using inbuilt Windows applications such as the Event Log Viewer, netstat, or other.
• You have a good understanding of IP Networking and protocols such as SMTP, DNS and HTTP.
• You have had mail server / email flow exposure and have a clear understanding as well as experience of mail flow.
• You are a quick learner and self-starter.

Bonus skills (nice to have)

• You have knowledge/experience with Hyper-V and/or VMware virtualization platforms.
• You have previous experience in network/system administration.
• You have a deep understanding of the Windows Server operating system (file system, registry, memory model, security model, process model).
• You have knowledge/experience with Microsoft VSS.
• You hold industry acknowledged certification of related technologies.
• You are conversant with Linux

Your Benefits

• Be part of a growing and ambitious team in an exciting cybersecurity industry.
• Unlimited contracts – we're looking for hornets to grow long-term with us.
• Additional Sick Leave: The first 3 days of sick leave are fully paid by the company.
• Seniority plus: From the 3rd on and until the 25th year of employment with the company.
• Additional Health Plan: As healthy employees are important to us.
• Corporate benefits: We have made an agreement with various local outlets whereby you will benefit from % discount when presenting a confirmation that you are our employee. Let's go shopping!
• Health measures: We offer you flu vaccinations.
• Way to work Goodie: We offer you a travel allowance of 20 EUR per month
• Home Office Option for two days per week after onboarding
• Referral Bonus: we pay 1500€ for each referral who is successfully hired by us!
• Be-Active Bonus – we'll keep you healthy with an allowance for your membership in fitness and sports clubs.
• Temporary Employee Exchange Program – opportunity to work at global office locations (e.G. Berlin, Madrid, Reading).