About the role
On behalf of our client, we are seeking a German-Speaking Technical Support Engineer (L1/L2) to join an innovative team in Athens!
In this role, you will serve as the core technical contact for German-speaking users, taking full ownership of incident analysis, troubleshooting, and issue resolution. Moving beyond basic customer support, you will perform technical diagnostics, manage system tickets, and deliver effective hands-on solutions to keep systems running smoothly.
Responsibilities
- Provide first- and second-line (L1/L2) technical assistance to German-speaking clients via phone, email, and live chat. - Perform root-cause analysis, system diagnostics, and remote troubleshooting for software, hardware, and network connectivity issues. - Manage, track, and prioritize support tickets through enterprise systems (e.g., Zendesk, ServiceNow, Jira) while meeting strict SLA targets. - Guide users step-by-step through technical configurations, system settings, and software updates. - Document technical incidents, resolution steps, and workarounds to enhance the internal knowledge base. - Isolate complex bugs or infrastructure incidents and seamlessly escalate them to L3 engineering teams when necessary.
Requirements
- Native or C2-level fluency in German, alongside strong working proficiency in English (B2 or higher). - Solid technical mindset with hands-on knowledge of operating systems (Windows, macOS), basic networking (TCP/IP, DNS, VPNs), and general software troubleshooting. - Previous experience in an IT helpdesk, service desk, or technical support role is strongly preferred. - Familiarity with ticketing platforms, remote desktop management tools, and diagnostic workflows. - Strong analytical, logical problem-solving abilities and a calm approach under pressure. - Full availability to work on-site at the Athens premises with willingness to follow shift schedules.
Benefits
- Competitive monthly salary package (including 2 extra salaries per year / 14 payments). - Monthly performance and technical productivity bonuses. - Comprehensive relocation package for candidates moving to Greece (flight coverage, temporary hotel stay, and housing search support). - Private health insurance scheme. - Fully paid, industry-certified technical training and continuous professional development. - Modern, state-of-the-art office environment in Athens with dedicated break and relaxation areas.
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