IT Support Engineer (all genders)

You are the technical contact when users or customers cannot proceed with a solution. You clarify symptoms, reproduce errors and ensure transparent handling. Support combines practical assistance with knowledge that reduces recurring problems over the long term.

A report such as “login does not work” needs context, timing and reproducible steps. You clarify users, devices and changes and check system dependencies. Remote access takes place within the approved framework. Escalations contain sanitised logs and measures already tested. Recurring causes are described in knowledge articles that allow other support colleagues to continue without repeating the basic analysis.

• Record and prioritise requests in a structured manner and narrow them down with the affected users.
• Reproduce errors on end devices, applications or integrated security solutions and carry out appropriate measures.
• Escalate complex cases to specialist teams or vendors with meaningful logs and tested steps.
• Maintain knowledge articles, work instructions and handovers and make recurring incidents visible.
• Qualify tickets according to impact, reproducibility and verified causes.
• Prepare escalations with sanitised logs and a clear technical question.

What matters is demonstrable experience that is relevant to the role. It may come from appropriate vocational training, a degree, professional practice or a well-founded career change. We will align the specific level of responsibility with your knowledge and experience.

• Practical IT experience and a good understanding of operating systems and typical enterprise applications.
• Patient, clear communication and structured troubleshooting.
• Careful handling of tickets, access rights and confidential information.

This knowledge is helpful, but you do not need to have all of it at once. In your application, describe where you have already gained practical experience and which areas you would like to explore in greater depth.

• Experience with technical vendor support or endpoint and encryption solutions.
• Knowledge of scripting, identity services or remote-support tools.

You provide understandable updates and documented solutions. The support hours or escalation availability associated with the role will be agreed specifically and do not imply unlimited availability.

This role can be based in Cologne or performed remotely. We will agree the specific form of collaboration, project requirements and any necessary customer appointments before you start.

This role is offered as permanent employment on a full-time or part-time basis. We will agree the responsibilities, working hours, start date and compensation to suit the role and your level of experience.

Show us in your application which experience or interests you bring to this role. A CV and relevant project examples, certificates or work samples will help us assess your professional background. Please do not send confidential customer data, credentials or protected source code.

Tell us your preferred working model, your possible start date and whether you would like to work full-time or part-time.

If you have questions about the role, contact our recruitment team at hr@otoko.com. Inclusion in the applicant pool is voluntary and takes place only with separate consent; it is not a prerequisite for reviewing your application.