About the Role
This is a full-time, hybrid position for an IT Service Dispatcher (m/w/d) based in Eisenach, Germany, requiring prior work experience.
Why Join Us?
- Technical Substance: Engage in challenging projects within IT Security, Networks & Infrastructure.
- Long-Term Perspective: We prioritize stability, reliability, and sustainable growth.
- Permanent Employment Contract
- Team & Collaboration: Emphasis on cohesion, knowledge sharing, and collective success over individual competition.
- Learning Culture: Embrace mistakes as opportunities for learning and improvement.
- Flexibility: Hybrid work model with home office options.
- Benefits & Security: 30 days of vacation, internet allowance, company pension plan.
- Appreciation: Fair, location-independent salary & subsidized lunch.
- Personal Development: Mentoring for onboarding and individual opportunities for specialization (e.g., IT Security, Networks, Consulting).
- Training: Access to recognized training, certifications (including KRITIS environment), and best-practice workshops at our training center in Eisenach.
About Us
We are an established IT service provider, not a corporation or a startup. Since 1998, we have been securing the IT infrastructure for medium-sized businesses in sectors such as industry, public administration, and healthcare, operating from Speyer and Eisenach. Our core competencies lie in IT Security, Open Source, Networks, and Managed Services, delivered with technical expertise, practical application, and a long-term vision. We utilize modern, digitized processes, acting responsibly rather than hectically, and maintain long-standing relationships with clients who value our work. We have been ISO 27001 certified for years.
Your Responsibilities
As a Dispatcher, you will be the first point of contact in the Service Desk, responsible for coordinating and monitoring customer service operations. You will manage our ITIL processes, acting as a crucial link between customers, partners, and technicians to ensure optimal resource utilization and smooth operations.
- Monitoring system alerts.
- Receiving and pre-qualifying customer inquiries.
- Tracking tickets and ensuring adherence to Service Level Agreements (SLAs).
- Organizing feedback from our technicians.
- Utilizing tools such as video, phone, email, chat, and our ticketing system.
Additionally, for some clients, you will assume the role of Service Manager, reporting on key performance indicators and discussing customer requirements.
Our competent technical team and your supervisors provide full support. We operate as a team, supporting each other and working collaboratively.
Your role requires maintaining an overview of operations, focusing on the bigger picture rather than minor details, as the technical solutions are handled by our specialized technicians.
What You Bring
You enjoy organization and communication, both internally and externally. You thrive in a dynamic environment where you can manage multiple tasks effectively. You remain calm under pressure and maintain a clear overview.
- Completed vocational training, ideally as an IT specialist for system integration, IT clerk (m/f/d), or a comparable qualification.
- Alternatively, career changers with experience in network and firewall areas, as well as Linux, demonstrating strong IT affinity and passion.
- Experience in IT support.
- Organizational talent with a structured approach and a high sense of responsibility.
- Customer-oriented, professional, and reliable demeanor.
- Goal-oriented, solution-focused communication skills.
- Strong comprehension and ability to recognize interdependencies.
- Basic knowledge of network configuration and analysis (e.g., switches, routing, TCP/UDP, ports, tcpdump).
- Very good German (C1) and good English (B1) language skills.
Nice to Have
- Knowledge of ITIL is advantageous.
- Experience with firewalls (e.g., Fortinet, Barracuda, OPNSense), VPN, and network segmentation.
- Knowledge of Linux (server) and associated services.
Ready to Apply?
If so, apply now via our online form – we look forward to hearing from you!
Benefits:
- 30 days vacation
- Internet allowance
- Company pension plan
- Subsidized lunch
- Hybrid work model
- Training and development opportunities
Salary: Starting from €30,500 EUR per year.
