Job
In this role, you analyze and resolve technical issues, implement solutions at client sites, conduct system upgrades, and ensure accurate documentation of all processes and customer inquiries.
This listing has been machine translated. Show original
Job technologies
Your role in the team
- You work roughly equally in support and implementation, ensuring both are backed by clear documentation.
- You support our customers in 1st- and 2nd-level support via phone, email, ticketing system, and remote maintenance.
- You analyze and troubleshoot issues with customer installations, interfaces, and processes.
- You escalate to the vendor’s support team when needed and follow the case through to resolution.
- You carry out updates, patches, and maintenance work under existing contracts.
- You install, configure, and commission solutions at customer sites, both on-premises and in the cloud.
- You implement the requirements and workflows agreed upon for the project.
- You integrate existing customer systems via interfaces and connectors.
- You migrate data, test together with the customer, and support the acceptance process.
- You train users and hand over the solution for ongoing operations.
- You maintain customer-specific system and configuration documentation.
- You document incidents and their resolutions in the ticketing system and knowledge base.
- You test configured processes and workflows before handover and prepare acceptance reports.
- You create user guides and training materials.
Our expectations of you
Education
- Completed IT training or comparable practical experience in technical application or software support.
Qualifications
- What matters is that you solve technical problems methodically and advise customers in a clear, easy-to-understand way.
- Solid foundational knowledge of Windows client and server environments, as well as web-based applications.
- Fundamentals of user and access management concepts, networking, and cloud environments.
- Systematic error analysis based on error messages, logs, configurations, and process workflows.
- Basic understanding of document-related processes such as incoming invoices, approvals, electronic signatures, and archiving.
- Very good written and spoken German skills for customer communication and documentation.
- Technical English for documentation, error messages, and communication with manufacturers.
- An independent, structured, and meticulous approach to work, reliability, a willingness to learn, and enjoyment of working as part of a team.
Experience
- A qualified career change is also possible with solid technical experience.
- Experience in IT support, application support, software or DMS environments, IT consulting, or a comparable customer-facing role.
What we offer
- You resolve support cases and deliver customer projects instead of just working through tickets.
- You work in the office in Offenbach am Main and remotely, in accordance with our company policy.
- We continuously develop your skills through manufacturer training and certifications, for example in DocuWare.
- In the Technical Support team, you cover for one another, and our knowledge base makes solutions available to everyone.
- Your ideas for improving support, documentation, and customer processes are very welcome.
Topics you will work on
Job locations
About your employer
docu-fix GmbH, based in Offenbach am Main, assists organizations in the social economy and medium-sized enterprises in digitizing their document and business processes. As a certified DocuWare partner, the company provides tailored solutions in document management, workflow, and electronic signatures.
- Established Company
- Internet, IT, Telecommunication
More jobs
These jobs might also interest you
Participation in security analyses and assessment of applications and IT systems. Support in the design and implementation of technical security measures (e.g., WAF, Load Balancing, Firewall, etc.). Conducting and supporting penetration tests,...
Area of responsibility “DRV Bund IT” is the service provider for Deutsche Rentenversicherung Bund, developing and operating a complex IT system landscape in close coordination with its customers. Our “IT4IT” domain provides IT departments across DRV...
Lead our Stuttgart IT team, both professionally and as line manager, set priorities, and support each team member's development. Ensure the secure, reliable, and efficient operation of our heterogeneous IT infrastructure, including networks, servers,...