IT Infrastructure Support Engineer / System- und Netzwerkadministrator im IT-Servicebetrieb (m/w/d)

About the Role

Join a team that is fundamentally transforming IT service delivery. We are seeking a proactive individual who can deeply understand technical issues, guide clients with confidence, and co-create new standards, processes, and automation. This role is for someone who not only solves technical problems but also actively contributes to building the IT service of tomorrow.

Responsibilities

• Independently handle complex 2nd-level and infrastructure-related support cases.
• Analyze and resolve issues within customer environments, systematically isolating technical causes.
• Provide support for network, WLAN, and firewall-related topics, and handle standardized tasks in Service Operations.
• Perform technical pre-qualifications of incidents, initiate appropriate immediate measures, and make independent decisions within defined guidelines.
• Escalate to the Service Operations Team only when technically or risk-wise absolutely necessary.
• Consistently track tickets through to sustainable resolution.
• Document technical issues clearly and comprehensibly, and feed knowledge, solutions, and standards back into the support team.
• Contribute to the standardization of processes, the creation of runbooks, and the further stabilization of IT operations.

Typical Technologies & Tasks:

• Aruba Switches and Access Points
• Sophos Firewalls
• Network analysis and troubleshooting
• VPN and site-to-site connections
• DHCP, DNS, VLAN, and routing-related inquiries
• Veeam Backup
• ESET Endpoint Security
• RMM-supported operations and monitoring tasks
• Standard security-related topics in daily operations

Qualifications

• Several years of practical experience in IT support, system administration, or a comparable IT operations environment.
• Good knowledge in troubleshooting IT infrastructures.
• Good knowledge of network topics, especially in switching, VLAN, DHCP, DNS, routing, and WLAN.
• Basic to good experience working with firewalls and rule sets.
• Experience in structured work with tickets, priorities, and escalations.
• Confident and professional demeanor with clients.
• Clean and comprehensible documentation of technical issues.
• Routine in the productive use of AI in daily work.
• Ideally, experience in the IT system house, MSP, or outsourcing environment.
• Basic understanding of patch management, security vulnerabilities, and security-related operational processes is desirable.
• Experience with standardization, checklists, and runbooks, or with monitoring and alerting processes, or with PowerShell/automation is advantageous.

Benefits

• Hybrid Work: Work from the office or remotely, with trust and flexibility.
• Flexible Working Hours: Design your day around customer appointments without a rigid 9-to-5 schedule.
• Modern Tools: Actively use AI and other advanced tools in your daily work.
• Mental Coaching: Professional coaching for mental health or personal development, no questions asked.
• Personal Development: Ample opportunities for growth through active coaching and supportive leadership.
• Autonomy: Analyze, decide, and solve issues independently.
• Jobrad (Company Bike): Get a bike (including e-bikes) from day one without paperwork.
• Team Culture: Join a close-knit team of 28 colleagues with an average age of 33, working in a non-corporate, friendly environment.