1st Level Support Technician - Remote

Overview

Are you looking to enter the exciting world of Cyber Security and support companies in the DACH region in securing their IT systems? As a 1st Level Tech Support, you will be the first point of contact for customers, ensuring requests are handled competently with a clear mind and technical insight. You will play a vital role in technical support and actively assist in the smooth use of the Cyber Security platform by our clients.

In Short

• Receive, filter, and categorize incoming requests.
• Pre-qualify tickets and forward them to 2nd Level Support.
• Ensure compliance with Service Level Agreements.
• Assist with general questions regarding the platform and its functions.
• Gather logs and information for simple technical issues.
• Utilize and maintain internal documentation & Knowledge Base.

Requirements

• Experience in IT Support, familiar with Networking (VPNs, Firewalls, TCP/IP), and able to analyze and resolve security incidents.
• Familiarity with Linux and Windows, as well as basic Cloud concepts (e.g., AWS, Azure) and container technologies like Docker.
• Fluent in German (minimum C1) and professional in customer contact.
• IT certifications (e.g., CISSP, CEH, Security+) are a plus.
• Deeper knowledge of Docker is a plus.
• Very good English is a plus.

Benefits

• Salary: Starting from 40,000€ gross/year (depending on qualifications).
• Flexibility: Up to 100% remote, office in Jena optional.
• Workation: Possible after agreement – work for a time outside of Germany.
• Working hours: 38 hours/week, flexible hours with core times from 10 AM to 3 PM.
• Team culture: Regular events and get-togethers.
• Family: Childcare subsidy possible.
• Additional benefits: 40€ voucher (supermarkets, gas stations, etc.), travel cost reimbursement, job bike or Germany ticket.
• Retirement: Option for company pension plan (two models to choose from).
• Equipment: Modern hardware and software, internet subsidy for home office.
• Training: Individual development opportunities and internal training.