We are a digital product engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18,500+ experts across 36 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in!

By this point in your career, it is not just about the tech you know or how well you can code. It is about what more you want to do with that knowledge. Can you help your teammates proceed in the right direction? Can you tackle the challenges our clients face while always looking to take our solutions one step further to succeed at an even higher level? Yes? You may be ready to join us.

Job Description

As a Level 1 Support Specialist, you will be responsible for:

Handle incoming phone calls, creating and managing tickets in the ITSM tool efficiently.
Resolve incidents according to standard operating procedures (SOPs).
Assess and troubleshoot reported issues to determine their severity and required action.
Monitor business processes and alerts generated by monitoring tools to identify and address potential issues promptly.
Provide detailed technical information to Level 2 support during escalation processes.
Ensure clear and timely communication with customers regarding their ticket status and resolutions.

Qualifications

2+ years of experience in technical support, particularly in handling phone calls, and creating and managing tickets using ITSM tools.
Fluency in English and German (spoken and written).
Experience with ITSM tools (ServiceNow, JIRA, or Remedy).
Basic knowledge of MS Office, Windows, and Linux.
Strong verbal and written communication skills to interact with internal users and coordinate with global teams
Ability to follow SOPs and escalate when necessary.
Experience with other ITSM systems apart from ServiceNow.
Knowledge of basic server monitoring processes
Familiarity with error logging procedures and tools