JR951, JR950 - Hotline Support Specialist (DE/EN)
Core
First-line hotline support specialist handling incoming calls, technical inquiries, and incident reports for a digital transformation project.
Role type
Senior IC customer support specialist (IT/Incident Management)
Builds
Service continuity and incident resolution for a public website and intranet
Domain
IT Support / Digital Transformation / Web Platforms
Deliverable
client delivery
Required skills
German (C1), English (B2), ticketing systems, incident classification, SLA management, escalation procedures, CMS understanding
Preferred skills
ITIL, Drupal, GitLab, AWS, monitoring tools, PagerDuty, on-call operations
Responsibilities
Handle incoming hotline calls, assess and classify incidents, resolve issues at first level or escalate, document requests in ticketing system, provide after-hours on-call support, collaborate with technical teams, maintain incident records
Seniority
Junior to Mid-level, hands-on IC