SMAVOO GmbH

Support Engineer

• Handling second-level tickets in the ticketing system
• Technical analysis of faults and incidents in customer environments
• Remote access to customer systems (VPN, servers, software)
• Working with Linux and Windows servers
• Analysis of logs, services and system states
• Starting/restarting services, databases and applications
• Conducting root cause analyses and maintaining clear documentation
• Incident management including prioritization, escalation and follow-up
• Handover of complex cases to third-level support
• Close collaboration with service, commissioning and project teams
• Technical support for rollouts and on-site assignments
• Active customer communication via email and phone
• De-escalation in critical situations through confident communication

IT Second Level Support Engineer