Job
In this role, you will be the point of contact for IT user inquiries, handling requests via phone and email, providing support through remote assistance, and documenting all cases systematically in our service platform.
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Your role in the team
- As a Support Specialist, you are the friendly and knowledgeable voice of Deeken Technology for all our customers’ users. You handle all IT support requests and make sure no one is left alone with their problem.
- You are the first point of contact for First- and Second-Level Support: You handle inquiries by phone and resolve them directly during the initial call whenever possible.
- You handle written inquiries via email through our service platform, Hindeo.
- You analyze problems together with users via remote support and find solutions.
- When needed, you discuss support topics directly with our customers in short Teams meetings.
- You give users tips on how to use their systems more effectively and securely.
- You ensure our support team is reachable, document cases clearly in Hindeo, and pass complex issues on to our specialists in a structured manner.
- If you identify a need at the customer, you pass the sales opportunity on to our colleagues in IT sales.
- Getting started: You’ll get to know your team, our processes, Hindeo, and our ISO 27001 standards, and handle your first support cases alongside experienced colleagues.
- Get started: Step by step, you’ll take on your own inquiries by phone and email and get to know our customers’ environments.
- Take ownership: Once you’ve completed your onboarding, you’ll be the first point of contact for our customers’ users—and ensure their requests are resolved reliably.
Our expectations of you
Education
- Completed IT training, e.g. as an IT specialist for system integration, or an equivalent qualification
Qualifications
- Reliability is extremely important to us: when you make a commitment, you follow through. You also communicate clearly and courteously—on the phone and in writing—and take responsibility for our customers’ concerns.
- A solid foundational understanding across as broad a range as possible: Microsoft 365, Nextcloud, terminal servers, printers, smartphones, tablets, and thin clients
- Confident use of remote maintenance tools and ticketing systems
- Enjoy interacting with people, have patience, and take a solution-oriented approach to your work—even when things get hectic, you keep a clear head.
- Very good written and spoken German skills
- You don’t meet every requirement 100%, but you’re a good fit both personally and professionally? Apply anyway—we’d rather have one more conversation.
Experience
- Experience in IT support or service desk, ideally at an IT services provider.
What we offer
- Your own company car: After your probationary period, we’ll provide you with a company car.
- Your gym membership: We provide you with a gym membership to help you balance work and life.
- Your perfect support setup: a cloud telephony workstation, multiple monitors, a company laptop and phone, and state-of-the-art equipment—everything you need to provide seamless support.
- Software we build ourselves: We work with Hindeo, our own IT service platform. Completely redeveloped over the past twelve months, it’s one of the most advanced solutions for IT service providers—and your feedback from Support feeds directly into its ongoing development.
- Security with high standards: As one of the few IT companies in the region, we are ISO 27001 certified. You work to standards you can be proud of.
- Your perspective: In Support, you’ll get to know our customers’ entire IT landscape. Through professional development and vendor training, you can develop your skills with us in a targeted way—right up to becoming a specialist in one of our areas of expertise.
- New office in ecopark: Almost 500 m² in the OM-Medienhaus—bright, air-conditioned, with controlled ventilation, accessible, and with a cafeteria on site. Drinks, snacks, and a fresh fruit basket are waiting for you.
- Arrive stress-free: Free parking directly at the building. EV charging stations are available for electric vehicles.
- Hybrid & flexible: Flexible working hours, home office equipment, and one day of remote work per week after onboarding.
- Extras: Edenred and employee discounts.
- Family & Work: Through the ecopark’s daycare partnership, reserved places are available at a nearby kindergarten for the children of ecopark employees.
- Security & Team Spirit: Permanent contract, 28 days of vacation, flat hierarchies, short decision-making processes, a relaxed dress code, and shared team events—from the Stoppelmarkt and Cityfest to the Christmas party.
Benefits
Work-Life-Integration
Health, fitness & fun
Job locations
About your employer
Deeken.Technology GmbH is a family-owned IT system house that focuses on supporting IT environments for business clients. The company offers a wide range of managed IT services, security solutions, and consulting services, providing regional support from Emstek as well as remote services throughout Germany. Since its founding in 2016, Deeken.Technology has established itself as a reliable partner for IT infrastructure and digitalization.
- Established Company
- Onsite, Hybrid
- Internet, IT, Telecommunication
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