Service Engineer (w/m/d)
Core
Central point of contact for international OTRS customers, handling inquiries via phone, email, and ticketing systems while providing L1 technical support and coordinating service requests.
Role type
Service Engineer (ITSM)
Builds
Service management solutions and support processes for OTRS customers
Domain
IT Service Management (ITSM)
Deliverable
client delivery
Required skills
Ticketing systems (OTRS), L1 technical support, knowledge management, service coordination, concept development, cross-functional collaboration, process optimization
Preferred skills
None stated
Technologies
OTRS
Responsibilities
Analyze and resolve customer inquiries at L1 level, create and maintain FAQ entries and knowledge bases, qualify and coordinate service requests from request to implementation, support development of technical concepts for OTRS products, collaborate with internal teams (Deployment, Development, Sales), propose improvements to support processes
Seniority
Individual Contributor
