1st Line Support Engineer with German

Cloudatus; United States; Remote; USD 45,000 - 70,000; Full time

Benefits offered by this job

Healthcare coverage (Luxmed)

Remote work 100%

Flexible working schedule

Professional development (MS certs, Ud

English/German lessons

Modern computer equipment

Team events and networking

Job summary

Cloudatus is seeking a 1st Line Support Engineer with German to join our IT-team in a 100% remote role. You will be the first point of contact for customers, handling incidents, service requests, and basic troubleshooting in an ITIL-aligned managed services environment.

You will log and classify tickets, provide updates, escalate complex issues, and contribute to knowledge base with tutorials. The role focuses on support for DACH region customers, requiring strong German (B2+) and good English,

Qualifications

• First professional IT or customer support experience preferred.
• Familiar with Windows 10+ and Microsoft 365.
• Strong communication and problem-solving skills.

Responsibilities

• Act as first point of contact for customers for hardware/software queries.
• Log, classify, and prioritize incidents and service requests.
• Provide first-line troubleshooting and resolve standard issues.
• Escalate complex issues to 2nd line or vendors.
• Maintain ticket progress updates and documentation.

Skills

German language

English language

Customer service

IT literacy

Tools

Microsoft 365

Outlook

Windows OS

Job description

At cloudatus, we help customers drive technical solution design, development, deployment and support them alongside their cloud journey. As an all-cloud service and consulting provider for midsize and large enterprises, at cloudatus we speak cloud fluently: IaaS, PaaS, SaaS… – you name it. We seek new talents to join our engineering teams to advance our international projects, where we build on collective competence and configure different types of infrastructure: cloud based, hybrid, on-premises. As a 1st Line Support Engineer with German, you will be the first point of contact for users seeking IT support and assistance. You will handle incidents and service requests, provide first-line troubleshooting, document and classify tickets, and ensure smooth communication with customers and internal support teams. This role is part of an ITIL-aligned managed services environment and combines customer-facing support, ticket handling, escalation, documentation, and knowledge base maintenance.

Responsibilities

• Act as first point of contact for our customers for all hardware and software queries as part of first-level support
• Handling calls, tickets and emails from customers as well as supporting them
• Log, document, classify, and prioritize incidents and service requests in line with support procedures
• Provide first-line troubleshooting and resolve standard issues
• Escalate more complex or out-of-scope issues to second-line support or external vendors
• Keep users informed about ticket progress and next steps
• Create and regularly update tutorials, internal documentation, and knowledge base articles for the Support Team
• Cooperate closely with 2nd line teams and other technical specialists to ensure timely resolution
• Support service quality, ticket hygiene, and continuous improvement of support processes

Required Technical and Professional Expertise

• Basic IT knowledge covering Outlook, Word, Excel, Microsoft 365, and end-user workplace support
• Knowledge of Windows 10 or newer and Microsoft Office 365
• General understanding of computer hardware and common end-user issues
• Good communication and customer service skills
• Basic understanding of ticket handling, prioritization, and support processes
• First professional experience in IT support or customer support is desirable
• Good German skills (B2 or higher)
• Good English skills (B2 or higher)

Nice to have

• Willingness and readiness to communicate directly with customers while handling and resolving support requests
• A customer-focused, problem-solving mindset, with the ability to understand and empathize with the customer’s perspective
• Patience, attention to detail, and composure in high-pressure or crisis situations

This role requires collaboration with customers mostly from DACH region, therefore a good command of German is required (minimum B2 level).

Benefits

• B2B or employment contract
• Working with latest technologies
• Industry leading healthcare and comprehensive medical coverage (Luxmed)
• Opportunities to enhance your qualifications (MS certifications, Udemy courses, etc.)
• Customizable 1-on-1 English or German lessons
• Modern computer equipment
• Opportunities to network and connect (get-togethers, team-building events)
• Employee referral programme
• Flexible working schedule

Location

100% remote

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