Job
In this role, you will provide technical second-line support for network and IT infrastructures, perform complex fault analysis, and ensure service quality through efficient troubleshooting.
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Your role in the team
- The network technician (L2) (m/f/d) is responsible for providing professional technical second-line support to customers and ensuring the stable and secure operation of their network and IT infrastructure.
- The role includes independent analysis, diagnosis, and resolution of more complex technical incidents, disruptions, and problems, as well as the sustainable restoration of services through structured incident, problem, and change management processes.
- The main goal of this role is to ensure the agreed Service Levels (SLAs) through efficient error analysis, rapid service restoration, and continuous optimization of operational quality.
- The network technician (L2) is responsible for escalated incidents, conducts technical root cause analyses, and collaborates closely with internal departments, the Network Operations Center (NOC), manufacturers, and customers.
- Assuming overall responsibility and coordination for Major Incidents or P1/P2 Incidents as the interface between the customer and NTT DATA's Remote Operations for the assigned locations.
- Independent execution of the entire network troubleshooting; the NOC supports remotely according to documented procedures.
- Creation of root cause analyses for major incidents or P1/P2 incidents related to the assigned locations in accordance with documented procedures.
- Independent implementation of the standard changes defined and agreed upon between the customer and NTT DATA in accordance with the documented procedures.
- Processing escalated customer inquiries as well as providing local support for the customer's network issues.
- Performs approved maintenance activities including patching and configuration changes.
- Monitoring of L1 activities at one or more locations as well as providing guidance and support.
- Ensures the efficient and comprehensive resolution of incidents and requests.
- Escalation of complex issues to the respective responsible teams.
- Local spare parts management in accordance with documented procedures.
- Compilation and maintenance of IMAC administration and updating the CMDB.
- Proactively identifies opportunities for work optimization.
- Participation in the documentation of Standard Operating Procedures related to installations and troubleshooting.
- Can also contribute to or support project work as needed.
Our expectations of you
Qualifications
- Fluent German and English skills (at least Berlitz Level B2).
- Solid intermediate-level networking skills (Routing, Switching, VLANs).
- Knowledge of common relevant infrastructure components and techniques such as firewalls, VPNs, and access control.
- Ability to analyze logs and system behavior.
- General knowledge of MS Office products (Excel, Visio, Word, PowerPoint, Outlook).
- Ability to communicate and work across different cultures and social groups.
- Structured working approach and the ability to plan activities and projects well in advance while taking into account possible changing circumstances.
- Ability to maintain a positive attitude at work.
- Good at communicating across different client and management levels.
- Certification in network technology (e.g., Cisco).
- Knowledge of products in the supported technical area (e.g., network, data center, wireless).
- Handling of ticket systems and documentation of inspection and/or solution steps in the ticket.
Experience
- Experience with network monitoring tools.
- Experience in troubleshooting and providing the necessary on-site support in network/data center/system and monitoring services within a medium to large ICT organization.
- Experience in troubleshooting network issues and handling escalations.
What we offer
- Company pension scheme.
- Bitkom employee discounts.
- JobRad leasing option.
- Employee Technology Program (ETP).
- Referral Bonus.
- On-call duty is compensated.
Benefits
Health, fitness & fun
Food & drink
Job locations
About your employer
As the world's leading provider of IT services and global innovation partner, we combine global presence with local market expertise. Our professional IT services include consulting and system development to outsourcing.
- Established Company
- Full Remote, Hybrid, Onsite
- Internet, IT, Telecommunication
Employer reviews
- Engineering
- 3.1
- Team culture
- 3.7
- Working conditions
- 4.2
- Career growth
- 4.0
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