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L1 Support-German
Support

L1 Support-German

Type of work
Full-time
Experience
Mid
Employment Type
B2B
Operating mode
Remote

Tech stack

    German

    B2

    French

    B2

    SQL

    advanced

    Oracle

    advanced

    PLSQL

    junior

Job description

Role                                   : Remote Role [ L1/L2 Support]

Location                           : Nearshore ( Remote)

Project Duration             : 6 Months 

Language Proficiency - Fluent in English; Proficiency in German or French [Anyone Language]

Should be flexible for 24/7 Support


JD - 

What we expect: We expect a high level of reliability, process adherence, and effective communication, with availability aligned to our operational support hours (incl. 24/7). The person works remote but is fully integrated into the application team.

Ideal profile:

  • Good understanding of business processes and technical requirements, with a strong focus on customer service and results.
  • Proficiency in database technologies such as Oracle and PL/SQL, and competent programming and scripting skills.
  • Familiarity with AWS or similar Cloud Technology.
  • Bachelor’s degree in a technical or engineering field, or an equivalent professional certification.
  • At least two years of professional experience.
  • Prior experience in the energy sector is beneficial but not required.
  • Fluent in English; proficiency in German and French is highly advantageous.
  • Very good communication skills, capable of effectively articulating complex technical concepts to diverse audiences.

Types of entry level tasks (level 1 in nature)

These are front-line, routine tasks that follow standard procedures and are ideal for service desk outsourcing:

  1. User Request Handling (application specific)
  • Password resets, account unlocks
  • Access request processing (based on defined workflows)
  • Basic help on applications 
  1. Ticket Logging & Triage
  • Logging incidents in ITSM tools
  • Escalating issues to 2nd/3rd level based on prioritization rules
  1. Monitoring & Alert Handling
  • Observing dashboards for known application/system alerts
  • Responding to monitoring tools (e.g. CPU usage alerts, service restarts)
  • Notifying responsible teams based on predefined criteria
  1. Predefined Troubleshooting
  • Restart services, reset configurations
  • Apply step-by-step scripts for pre-defined standard requests
  • Check application/service statuses and logs for predefined issues
  1. Standard FAQs and Knowledge Base Support
  • Use of knowledge base articles to resolve common user issues
  • Enhance our existing documentation and knowledge base
  • Guiding users through common tasks (installations, print setup, etc.) 

More advanced tasks (e.g. level 2 in nature)

These are technical but standardized tasks that involve deeper knowledge and tools but are still routine enough to delegate:

  1. Application Configuration Support (Predefined Scenarios)
  • Applying configuration changes within set boundaries
  • Managing scheduled jobs, scripts, or interface restarts
  1. Incident Resolution Using Known Error Database (KEDB)
  • Investigating and resolving issues using documented solutions
  • Updating records and knowledge base when new solutions are verified
  1. Log File Review (Pattern-Based)
  • Scanning logs for recurring errors using tools or scripts
  • Extracting error messages and applying fixes from KB or runbooks
  1. Batch Job Monitoring & Execution
  • Monitoring batch jobs and workflows
  • Rerunning failed jobs based on SOPs
  • Escalating issues when jobs fail outside of known parameters
  1. Data Fixes Using Approved Scripts
  • Running vetted SQL scripts or tools to fix known data issues
  • Validating input/output of correction scripts
  1. Application Testing
  • Execution of functional and regression test cases defined by the application team
  • Validation of system behavior after changes, deployments, or recovery activities
  • Use of predefined test plans, checklists, and scripts to ensure consistency and traceability
  • Documentation of test results and reporting of deviations or anomalies
  • Collaboration with the application team to verify fixes and perform re-tests when required


  1. System/Service Health Checks
  • Daily/weekly checks on system components
  • Documenting and reporting anomalies  
  1. Service restore
  • Communication & Coordination: Notify stakeholders and coordinate with infrastructure teams as needed.
  • Execution of Recovery Actions: Execute documented steps like restarts, job re-runs, or scripts.
  • Validation & Testing: Confirm recovery through basic application checks.
  • Status Updates & Closure: Update ticket with actions and inform stakeholders of closure.
  • Post-Restoration Handoff: Escalate to app owners if needed, with relevant context.