Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Temporary
- Location
- Munich
- Working Model
- Onsite
Job Summary
In this role, you handle incoming issues in Second Level Support via phone, perform error analysis on VPN solutions, and assist with installation, testing, and documentation in the IT environment.
Job Technologies
Your role in the team
- Independent handling of incoming incidents via telephone within the scope of Second Level Support.
- Troubleshooting VPN solutions both in customer environments and in internal operations.
- Installation and configuration of VPN solutions in compliance with applicable security requirements.
- Support in planning, assessing, and implementing changes to the IT service.
- Participation in testing and quality management in the role of a tester.
- Conducting detailed fault analyses of complex VPN connection issues during ongoing operation.
- Documentation of all service processes and system disruptions in the ticket management system according to ITIL standards.
- Support of the system architecture in identifying recurring error patterns within the scope of problem management.
- Close collaboration and escalation management with the Third Level Support as well as external manufacturers.
- Conducting functional tests on software updates and patches for client components.
- Consulting and guiding users through the initial setup and activation of their crypto systems over the phone.
- Creation of guides and knowledge base articles for first-level support to enable faster first-time resolution of standard inquiries.
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Our expectations of you
Education
- A recognized vocational training in a relevant IT-related profession, such as IT specialist for system integration or application development.
Qualifications
- Very good knowledge in administration within the Windows operating system environment.
- Knowledge of working according to ITIL, demonstrable through an ITIL Foundation certificate, is desirable.
- Fluent German skills at level C1 as well as good English skills at level B1.
- Good team skills, appropriate manners, and good communication skills.
Experience
- Extensive professional experience in the IT environment as well as in Service Operations, with consideration of quality and stability criteria.
- Several years of experience in Incident Management, specifically in telephone Second Level Support.
- At least two years of experience in operation, administration, or troubleshooting of VPN solutions such as genucard, genuconnect, or SINA Workstation.
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What we offer
- Flexible working hours for a balanced work-life balance.
- Look forward to exciting offers from strong brands through our Corporate Benefits.
- An open, supportive team that values a positive working atmosphere.
- The opportunity to actively participate in the design and optimization of processes.
- Project duration: 01.07.2026 - 31.01.2028.
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Benefits
Food & Drink
Health, Fitness & Fun
More net
Work-Life-Integration
Topics that you deal with on the job
Job Locations
This is your employer
Avantgarde Experts GmbH
AVANTGARDE Experts GmbH is a leading personnel service provider specializing in the placement of specialists and executives in the fields of mobility, tech, and energy. Headquartered in Munich, the company operates several locations in Germany to meet the needs of its clients.
Description
- Company Type
- Recruiting Agency
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Recruitment Agency
Second Level Support Specialist
- Location
- Munich
- Working Model
- Onsite
- Diversity
- Open for all genders
