1st Line Support Engineer with German

At cloudatus, we help customers drive technical solution design, development, deployment and support them alongside their cloud journey. As an all-cloud service and consulting provider for midsize and large enterprises, at cloudatus we speak cloud fluently: IaaS, PaaS, SaaS… – you name it.    We seek new talents to join our engineering teams to advance our international projects, where we build on collective competence and configure different types of infrastructure: cloud based, hybrid, on-premises.     As a 1st Line Support Engineer with German, you will be the first point of contact for users seeking IT support and assistance. You will handle incidents and service requests, provide first-line troubleshooting, document and classify tickets, and ensure smooth communication with customers and internal support teams. This role is part of an ITIL-aligned managed services environment and combines customer-facing support, ticket handling, escalation, documentation, and knowledge base maintenance.  At cloudatus, you will:    • Act as first point of contact for our customers for all hardware and software queries as part of first-level support    • Handling calls, tickets and emails from customers as well as supporting them    • Log, document, classify, and prioritize incidents and service requests in line with support procedures  • Provide first-line troubleshooting and resolve standard issues  • Escalate more complex or out-of-scope issues to second-line support or external vendors  • Keep users informed about ticket progress and next steps   • Create and regularly update tutorials, internal documentation, and knowledge base articles for the Support Team   • Cooperate closely with 2nd line teams and other technical specialists to ensure timely resolution   • Support service quality, ticket hygiene, and continuous improvement of support processes    Required technical and professional expertise: • Basic IT knowledge covering Outlook, Word, Excel, Microsoft 365, and end-user workplace support   • Knowledge of Windows 10 or newer and Microsoft Office 365   • General understanding of computer hardware and common end-user issues   • Good communication and customer service skills   • Basic understanding of ticket handling, prioritization, and support processes   • First professional experience in IT support or customer support is desirable  • Good German skills (B2 or higher) • Good English skills (B2 or higher)  Nice to have • Willingness and readiness to communicate directly with customers while handling and resolving support requests   • A customer-focused, problem-solving mindset, with the ability to understand and empathize with the customer’s perspective   • Patience, attention to detail, and composure in high-pressure or crisis situations   • Familiarity with ticketing systems or service management platforms   • Basic understanding of ITIL-based incident, request, and escalation processes   • Experience working in an SLA-driven support or managed services environment   • Experience creating user guides, tutorials, or internal knowledge base content     This role requires collaboration with customers mostly from DACH region, therefore a good command of German is required (minimum B2 level).   Benefits:  • B2B or employment contract   • Working with latest technologies   • Industry leading healthcare and comprehensive medical coverage (Luxmed)   • Opportunities to enhance your qualifications (MS certifications, Udemy courses, etc.)     • Customizable 1-on-1 English or German lessons    • Modern computer equipment   • Opportunities to network and connect (get-togethers, team-building events)   • Employee referral programme   • Flexible working schedule      Location: • 100% remote Take your expertise to new heights and gain the most in-demand skills.   Sounds like a fit? Let’s talk.