Technical Support Specialist- Level 3, German

vor 2 Wochen

Berlin, Berlin, Deutschland NinjaOne, LLC Vollzeit

About the Role


A Level 3 Support Technician assists both Level 1 and Level 2 personnel and keeps the team updated with the research and development of solutions to new or unknown issues.

Level 3 techs deal with complex issues.

To solve a problem, they collect as much data as possible from Level 1 and Level 2 techs, then attempt to duplicate advance issues and define root causes, using advanced diagnostic tools and data analysis.


Location- Berlin, Germany

What You'll be Doing

  • The same responsibility as Level 2 technicians to review the work order and assess the time already spent with a customer, so that work is prioritized and time management is utilized
  • If a problem can be solved, design and develop one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem
  • When a solution is verified, deliver it to the customer and make available for future troubleshooting and analysis
  • Enter Jira issues and work directly with L4, Dev, QA, and PM on resolutions
  • Maintain all onhold tickets
  • Troubleshooting and ticket responsibilities include (but are not limited to):
  • Ensuring policy, organization, and device configuration were verified by L1/L
  • Attempting to reproduce all issues and gathering supporting data, logs, screenshots, etc.
  • Verifying accurate integration configuration
  • Gathering and verifying all information needed for cases of bug escalation is provided by customer
  • Reproduction of issues like NMS functionality problems, wide scale OS/3PP patch issues, antivirus issues, integration communication problems, etc.
  • Disseminate information from Dev, QA, and PM to the rest of the team in regard to bugs, fixes, releases, etc.
  • Must be able to work a set schedule during office hours Monday to Friday.
  • Take initiative and provide prompt, accurate followup to tickets and support calls
  • Ability to flourish under limited supervision
  • Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
  • Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.)
  • Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)
  • Other duties as needed

About You

  • At least 2 years' experience in a customer service/support related position
- business need - speaks German at C1 level or above

  • Proficient in Windows (Windows registry, services, etc.), working knowledge of MacOS, and general understanding of Linux distributions a plus
  • Must be fluent in Windows troubleshooting
  • Fluency in Mac troubleshooting a plus
  • Experience with Linux troubleshooting desired
  • Previous experience with Zendesk a plus
  • Excellent oral and verbal communication skills a must
  • Able to exercise good judgment of priority based on customer impact
  • Adaptable to new technologies and processes
  • Strong interpersonal skills so as to be able to work in a teamoriented environment
  • Understanding of any virtualization platform, basic networking
  • Previous experience with RMM software helpful, but not required
  • A good sense of humor
  • Associate's degree in Computer Science and/or equivalent work experience
- has worked in an MSP or has 5 years+ IT experience
- has experience with the Ninja product(s)

About Us


NinjaOne automates the hardest parts of IT, empowering more than 17,000 IT teams with visibility, security, and control over all endpoints.

The NinjaOne platform is proven to increase productivity, while reducing risk and IT costs.

NinjaOne is consistently ranked #1 for its world-class support and is the top-rated software on G2 in seven categories including endpoint management, remote monitoring and management, and patch management.


What You'll Love

  • Our flexible working hours with hybrid office options enable you to successfully balance your personal life and your job
  • Grow personally and professionally with one of the fastest growing companies
  • Enjoy your lunch covered by NinjaOne 3 times/week at the office
  • Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more)
  • Develop your skills through our renowned training platform
  • Receive competitive compensation
  • Collaborate with a curious, kind, international and intercultural workforce
  • Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit)
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