Helpdesk Specialist - SW Analyst
(SUG03 - Nürnberg )

You can make a difference as Helpdesk Specialist/SW Analyst at Open-Xchange

As a Help Desk Specialist you are responsible for answering support requests and directly working with Open-Xchange customers in order to solve technical issues, or pre-qualify support requests for the downstream Support Levels 2 and 3.

Your key responsibilities

  • 1st and 2nd Level Support for the Open-Xchange product portfolio
  • Pre-qualification of support requests for the downstream Support Levels 2 and 3
  • Incident and Problem Management for customers' and Open-Xchange’s software and services
  • Investigate and reproduce customer issues, test solutions, help providing solutions in 1st and also 2nd Support level
  • Monitoring Service Level Agreements (SLAs) of Incident and Problem Tickets
  • Customer communication and managing (technical) relationship
  • Work closely with the Open-Xchange Operations and Development Teams 

What you bring to the table

  • Minimum 3 years of experience in system management, system administration or related position
  • Knowledge of and demonstrated experience with Linux system such as Debian, RHEL, and SLES welcome
  • Knowledge about typical open standard protocols and services like HTTP, DNS, IMAP, SMTP, SQL
  • Understanding of complex setups in heterogeneous environments
  • Ability to work independently
  • Service oriented and entrepreneurial mind-set
  • Goal-oriented working style and high self-motivation
  • Team player and ability to communicate well amongst peers
  • Excellent verbal and written communication skills in both German and English

Our offer to you

  • Exciting work on a modern open-source cloud software in an internationally operating company
  • Plenty of scope for your own ideas and design decisions
  • Flexible working hours and the ability to work from home
  • Equipped with the up-to-date hardware
  • Trainings and continuous personal development
  • Flat hierarchies with an "Open Door" philosophy
  • A company pension scheme
  • Parental leave opportunity
  • Company sports - Free entry to various fitness studios and swimming pools

About Open-Xchange

Open-Xchange is a developer of open source communication, collaboration, office productivity, and DNS-based security software and services. With 270+ employees and a global presence, Open-Xchange is well-positioned to meet the needs of our large Internet Service Provider, Hosting, Telecommunication, and Cable Provider audience. Open-Xchange SaaS (Software-as-a-Service) solutions are delivered by partners such as 1&1, Orange, Italiaonline, Comcast, GoDaddy, and Softbank, with more than 200 million users already using the products for private and business communication. 

The core of the product portfolio is OX App Suite with applications for email, contacts, and appointments. In addition, OX App Suite can be expanded to include additional apps such as OX Drive for managing and synchronizing documents, images, and video, OX Documents for text editing, spreadsheets and presentations and OX Guard for encrypting emails and files. Dovecot, the world's leading open source IMAP server software, and PowerDNS, a provider of secure DNS services, complete the Open-Xchange product portfolio.  

Open-Xchange is headquartered in Cologne, Germany, with offices in Bremen, Dortmund, Hamburg, Olpe, and Nuremberg. International offices include the USA, France, Finland, the Netherlands, Italy, Spain, and Japan.

If you are interested, please contact us for further information - or send us your paperless application with a cover letter including the job ID (see at the top left corner), tabular CV, certificates, salary expectations and the earliest possible date of entry by e-mail to