At cloudatus, we help customers drive technical solution design, development, deployment and support them alongside their cloud journey. As an all-cloud service and consulting provider for midsize and large enterprises, at cloudatus we speak cloud fluently: IaaS, PaaS, SaaS… – you name it.

We seek new talents to join our engineering teams to advance our international projects, where we build on collective competence and configure different types of infrastructure: cloud based, hybrid, on-premises.

As a 1st Line Support Engineer with German, you will be the first point of contact for users seeking IT support and assistance. You will handle incidents and service requests, provide first-line troubleshooting, document and classify tickets, and ensure smooth communication with customers and internal support teams. This role is part of an ITIL-aligned managed services environment and combines customer-facing support, ticket handling, escalation, documentation, and knowledge base maintenance.

At cloudatus, you will:

Act as first point of contact for our customers for all hardware and software queries as part of first-level support

Handling calls, tickets and emails from customers as well as supporting them

Log, document, classify, and prioritize incidents and service requests in line with support procedures

Provide first-line troubleshooting and resolve standard issues

Escalate more complex or out-of-scope issues to second-line support or external vendors

Keep users informed about ticket progress and next steps

Create and regularly update tutorials, internal documentation, and knowledge base articles for the Support Team

Cooperate closely with 2nd line teams and other technical specialists to ensure timely resolution

Support service quality, ticket hygiene, and continuous improvement of support processes
Shift work: This role involves working in a three-shift system: 6:00 AM – 2:00 PM, 2:00 PM – 10:00 PM, 10:00 PM – 6:00 AM

Required technical and professional expertise:

Basic IT knowledge covering Outlook, Word, Excel, Microsoft 365, and end-user workplace support

Knowledge of Windows 10 or newer and Microsoft Office 365

General understanding of computer hardware and common end-user issues

Good communication and customer service skills

Basic understanding of ticket handling, prioritization, and support processes

First professional experience in IT support or customer support is desirable

Good German skills (B2 or higher)

Good English skills (B2 or higher)

Nice to have

Willingness and readiness to communicate directly with customers while handling and resolving support requests

A customer-focused, problem-solving mindset, with the ability to understand and empathize with the customer’s perspective

Patience, attention to detail, and composure in high-pressure or crisis situations

Familiarity with ticketing systems or service management platforms

Basic understanding of ITIL-based incident, request, and escalation processes

Experience working in an SLA-driven support or managed services environment

Experience creating user guides, tutorials, or internal knowledge base content

This role requires collaboration with customers mostly from DACH region, therefore a good command of German is required (minimum B2 level).

Benefits:

B2B or employment contract

Working with latest technologies

Industry leading healthcare and comprehensive medical coverage (Luxmed)

Opportunities to enhance your qualifications (MS certifications, Udemy courses, etc.)

Customizable 1-on-1 English or German lessons

Modern computer equipment

Opportunities to network and connect (get-togethers, team-building events)

Employee referral programme

Flexible working schedule

Location:

100% remote

Take your expertise to new heights and gain the most in-demand skills.

Sounds like a fit? Let’s talk.

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