Job
- Level
- Experienced
- Location
- Refrath
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you handle 1st-level support via Jira, phone, and TeamViewer, addressing tickets related to printers, VPN, and Outlook, while developing EDI workflows and maintaining knowledge base content.
Job Technologies
Your role in the team
- 1st-level support via Jira Service Desk, phone, and TeamViewer: receive, classify, and resolve tickets you can handle.
- Standard topics in the daily: printer, VPN, Outlook, Teams, password resets, hardware onboarding, and software deliveries.
- Escalation to 2nd level or development: recognize, document properly, include briefing.
- EDI add-on with substance: small mapping adjustments, setup of new workflows, EDI communication with customers around i-effect®.
- Maintain the knowledge database: write instructions, update the wiki, occasionally conduct brief training sessions for users.
- Typical week: around 60 to 70 percent 1st-level tickets, a smaller EDI mapping adjustment in between, hardware onboarding, one to two wiki updates, sometimes a short training session with a customer.
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Our expectations of you
Education
- IT training or initial work experience in an IT environment.
Qualifications
- Proficient in German. English skills for documentation and occasional EDI communication with international clients are advantageous.
- Patience and clear communication with users: you simplify technical terms, still remaining friendly even after the fifth time.
- With parallel tickets, you know which one to prioritize first, and you don't lose sight of any ticket.
- Willingness to learn: EDI standards, new tools, and workflow templates are evolving, and you want to stay up-to-date.
- Systematic problem-solving: hypothesis, test, documentation. Escalation if necessary.
- Safe working with ticketing systems (Jira Service Desk or comparable).
- Windows and Microsoft 365 as the standard user environment.
- Active Directory + GPO and network fundamentals (DNS, DHCP, VPN) for diagnostics.
- Claude (or comparable AI tools): standard in our daily routine for documentation, ticket research, and routine tasks.
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What we offer
- Our large office in the center of Bergisch Gladbach is not only a visual highlight but also equipped with modern technology.
- With our extensive range of products and services, no month is like the other. Variety is guaranteed!
- Additional financial support to enjoy the holidays and your free time even more.
- We value an open, supportive, and dynamic working atmosphere. For this reason, we also use the informal 'you' with each other.
- Apart from our weekly in-office day, you can choose to work 2-4 days from home or at our office. We offer flexible working hours and 30 days of vacation from the start.
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Benefits
Work-Life-Integration
Higher Take-Home Pay
Food & Drink
Job Locations
About Your Employer
menten gmbh
The menten GmbH is an IBM Power Systems (formerly System i, iSeries, AS/400) solutions provider for medium-sized businesses in all industries. Since 1989, the IBM Business Partner and Independent Software Vendor (ISV) has been offering high-quality IBM i data integration solutions, and is a leading player in the market.
Description
- Founding Year
- 1989
- Company Type
- Digital Agency
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
IT support & application support
- Location
- Refrath
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
