Help Desk Engineer (Germany)

Summary

Andersen is hiring a Help Desk Engineer with German for a project modernizing a regulatory software platform and providing reliable technical support and system maintenance.

Our customer operates at the intersection of environmental services, scientific expertise, and technology, helping organizations address complex operational and sustainability challenges. Its activities include environmental monitoring, research, and data analysis, with a focus on delivering reliable information to support informed decision-making. Modern digital solutions and effective data management practices contribute to improving service quality, accessibility, and operational efficiency.

The project is focused on modernizing and consolidating a custom software platform used by a trade supervisory authority. It includes completing the target system, migrating existing modules, decommissioning redundant systems, and providing ongoing operational support. The project also explores future AI and low-code capabilities while maintaining a secure on-premises infrastructure.

Responsibilities

• Acting as the single point of contact for incidents and requests from the client by phone and e-mail.
• Registering every request in Andersen’s self-hosted ticket system, in German; collecting missing details, classify by severity (A/B/C).
• Performing initial analysis: reproducing issues, checking application logs, distinguishing application vs. infrastructure causes.
• Routing tickets to developers, DBA or DevOps; tracking resolution and keeping the client informed.
• Ensuring response times: A (system down) – no later than start of next business day; B (impaired) – 48 h; C – collected and handled by agreement.
• Handling technical/functional user questions forwarded by the client.
• Supporting the team’s monthly component/patch checks, bi-weekly log reviews and the monthly report to the client.
• Maintaining the knowledge base and ticket documentation.
• Preparing time records for monthly billing.

Requirements

• Experience in 2nd-level application support for web-based business applications for 2+ years.
• Hands-on with ticket systems (e.g. Jira Service Management, OTRS/Znuny, Redmine) and incident management (ITIL basics).
• Basic knowledge of SQL (Oracle), log analysis, understanding of Java/Spring Boot web applications.
• Basic skills with Windows Server and Linux administration.
• Understanding of VPN-based remote access and SSO/Keycloak concepts.
• Awareness of GDPR and secure handling of personal data.
• Level of English – from Upper-Intermediate and above.
• Level of German – from Upper-Intermediate and above.

Desired skills

• Experience with German public-sector clients (Behörden) and BSI IT-Grundschutz.
• Experiencein ISGA-like domains: case management, inspection/supervision systems.
• ITIL Foundation certificate.

Reasons to join us

• Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc..
• The opportunity to change the project and/or develop expertise in an interesting business domain.
• Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant.
• Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee.
• The opportunity to earn up to an additional 1,000 EUR per month, depending on the level of expertise, which will be included in the annual bonus, by participating in the company's activities.
• Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated.
• Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies).
• Certification compensation (AWS, PMP, etc).
• Referral program.
• Private health insurance and sports compensation, depending on the type of employment.

Join us!

Локации

Germany