Software Support Specialist (L1-L2)

Responsibilities:

• Handle and classify user requests in Jira Service Desk, performing initial incident analysis to identify root causes and possible solutions;

• Resolve user technical requests related to the use of company information systems within the scope of the relevant support line. Redirect requests to appropriate technical specialists if they cannot be resolved at the current support level. Discuss recurring issues and potential improvements;

• Fix errors in company services as part of corporate information system support;

• Maintain an event log with detailed descriptions of actions taken and decisions made;

• Develop and maintain administrative and technical documentation, user manuals, and training materials (including demo or training videos);

• Provide user consultations on software operation and conduct training sessions on system usage;

• Develop user manuals and create demo or training videos;

• Ensure the operability of information systems;

• Participate in projects related to software implementation, automation, and system integration; ensure the smooth handover of internal software to support;
• Create and maintain user accounts and reports;

• Controls backup operations and performs backup testing;

• Applies ITIL practices (Incident, Problem, Change Management).

Requirements:

• At least 1 year of experience in Service Desk at various levels (1st and 2nd line), focused on user interaction and technical problem-solving.
• Knowledge of ITIL processes and DevOps principles: understanding of the lifecycle of incidents, requests, and changes, as well as basic automation and team collaboration principles.
• Ability to work with technical documentation in English, including manuals, guides, and process descriptions.
• Experience preparing technical documentation and specifications, including progress monitoring, verification, and acceptance.
• Knowledge and experience in software testing: conducting tests, analyzing bugs, and using various testing tools.
• Experience with databases: basic SQL knowledge, understanding data structure and queries.
• Programming skills in one or more languages (e.g., Python, JavaScript, SQL, etc.).
• Proficient in MS Excel and MS Word for creating reports, tables, and documentation.

Benefits:

• Corporate language courses in English and German;
• Medical insurance and sport compensation to promote physical well-being ;
• Access to all internal educational initiatives, including technical training, specialized courses, soft skills development, and educational projects;
• Gifts for special occasions provided by LeverX.