Service Desk Specialist / 1st & 2nd Level Support
Service Desk Specialist / 1st & 2nd Level Support
(SUG02 - Nuremberg )

The job in a nutshell
As a Service Desk Specialist you will work closely with the Support, Operations and Development Teams.
OX believes in hiring talent and training for skills. We think Support is a great step into a promising career. We are specifically looking for employees willing to learn quickly while delivering great support and service. The close cooperation between the Support department and the Sales, Services and Development Teams in the rest of the larger Open-Xchange organisation, means growth opportunities abound inside and outside the team. In other words, this position is a great opportunity for your personal development.

The job in bullet points
  • Working along and within several ITIL process implementations
  • Incident & Problem Management for customer facing OX Cloud Service
  • Incident qualification & categorisation for our different OX Cloud environments
  • Incident & Problem Ticket distribution to the appropriate resolver groups
  • Close communication with our customers’ helpdesk teams
  • Investigate, reproduce, and analyse customer issues and test both workarounds and solutions
  • Monitoring Service Level Agreements (SLAs) of Incident and Problem tickets
  • Periodic 24/7 on-call duty for “high severity” Incidents

Your background
  • Minimum 3 years of experience in system management, system administration or related position
  • General knowledge and experience with Linux systems
  • Knowledge about typical open standard protocols and services like HTTP, DNS, IMAP, SMTP
  • 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
  • Friendly and professional communication style
  • Team player and ability to communicate well amongst peers
  • Excellent verbal and written communication skills in English

Our offer to you
  • Working on a modern cloud software in an international team
  • Wide scope to develop your own ideas and projects
  • Flexible working hours and the ability to work from home
  • The most current and jazzy equipment
  • A culture of open and frequent feedback
  • Hackathons, Workshops and Team events
  • Continuous personal development & training
  • Company sports - entry to various gyms and swimming pools
  • A company pension scheme
  • Flat hierarchies combined with an "Open Door" policy

Who we are
We are a hidden champion. When it comes to open source communication, office productivity and DNS-based security software and services, we are one of the leading players out there. Our 250+ employees around the globe are the reason, why our key products – the OX App Suite, Dovecot, and PowerDNS – are used by more than 200 million people for their private and business communications via partners such as Deutsche Telekom, GoDaddy, Strato, Orange, Comcast, or web.com.
For further questions, please contact Kerstin Florath via recruiting@open-xchange.com.