1st Line Support Engineer with German

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Descrição

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 contac t 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

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