Your day to day: Providing IT services in the Business Systems/Applications Support Services area.With these activities you will have a great impact on our business: Receive incidents and issues via phone, email or ticketing system on all supported UnityMedia applications with the goal of providing direct customer resolution or functional escalation to responsible 2nd Level teams if they cannot be resolved on first contact. Business impact assessment (define ticket severity) and incident resolution process (ticket ownership) Ensure fulfillment of Service Level Agreements Record actions taken and resolution offered in the relevant ticketing system; Perform ticket monitoring as per internal procedure; Identify and suggest possible improvements to procedures; Ensure fulfillment of agreed service level agreements / key performance indicators; Contribute to the knowledge management process by documenting newly developed solutions to make knowledge applicable to first level support; Other activities as assigned by the Team LeaderWith these skills you are a great candidate: • Strong verbal communication skills in German (C1/C2) and English.• Strong reporting and analytical skills• Customer service oriented.• Support and maintenance analysis• Must have good analysis and troubleshooting skills• Must have good verbal and written communication skills• IT troubleshooting systems analysis skills• High conscientiousness and accuracy in work• Service orientation• Flexible and committed attitudeSounds like the perfect job? We’ve got even more to offer: Hybrid way of workingMedical and dental services Life and hospitalization insurance Dedicated employee phone subscription Special discounts for gyms and retailers Annual Company Bonus Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills You get to work with tried and trusted web-technology Getting in on the ground floor of a technology changing company Flexible Vacation – Take time off when you need it, we trust you Special Paternal Program - 4 months of paid paternity leaveWe recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, color, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social or marital status.