Job Overview

A leading Germany-headquartered IT services organization is seeking an experienced, customer-focused, and proactive Senior IT Customer Support Engineer to provide reliable support for defined IT systems in accordance with internal processes, customer requirements, and agreed service targets.

The successful candidate will handle technical incidents and service requests, perform structured troubleshooting, maintain knowledge resources, support customer projects, mentor junior colleagues, and contribute to service and team improvements.

The position will report functionally to a Team Leader and administratively to a Location Manager.

Key Responsibilities

Technical Support and Incident Handling

- Handle, qualify, resolve, and document technical incidents and service requests according to defined processes.
- Support activities involving user enquiries, ticket handling, request fulfilment, customer communication, and major incidents.
- Perform structured troubleshooting across relevant tools, applications, and IT systems.
- Prioritize support activities according to urgency, business impact, and applicable service targets.
- Escalate unresolved or complex issues to the appropriate technical teams.
- Maintain accurate and timely information throughout the ticket lifecycle.
- Provide and explain appropriate technical solutions to users, customers, and colleagues.

Knowledge Management and Customer Support

- Use existing knowledge-base articles, tools, and documented solutions to resolve technical issues.
- Create or update documentation for previously undocumented incidents, solutions, and workarounds.




- Communicate professionally with customers, project stakeholders, and internal support teams.
- Adapt to changes in customer-related processes, systems, and business requirements.
- Maintain a strong service and customer focus while handling technical challenges.
- Support customer projects and contribute technical knowledge when required.

Team Support and Continuous Improvement

- Mentor less-experienced colleagues and share role-specific technical knowledge.
- Contribute to the technical onboarding and development of current team members.
- Provide input into team skills assessments and professional-development requirements.
- Recommend relevant training, courses, seminars, and certifications for the team.
- Monitor the working environment and propose technical or operational improvements.
- Provide input on team performance and recommend improvement measures to the Team Leader.
- Support the evaluation of tools and technologies relevant to the teams work.
- Provide technical expertise to presales or solution-development teams when requested.

Collaboration and Professional Conduct

- Work effectively with colleagues across virtual and geographically distributed teams.
- Communicate clearly and respect differing perspectives within the team.




- Act as a professional role model and support the de-escalation of workplace or customer-related conflicts.
- Demonstrate a proactive, positive, and solution-oriented approach.
- Support change initiatives and contribute to the development of colleagues.
- Follow organizational values, quality standards, security requirements, and established working practices.

Required Qualifications & Experience

Education: Bachelors Degree/Diploma in Computer Science, Information Technology, or an equivalent relevant field.

Experience: 2 to 4 years of work experience in IT service desk, technical support, or IT service management environments.

Certifications (Preferred): ITIL Foundation, Microsoft Certifications, or related technology certifications.

Language Skills: Business-fluent English skills (Minimum B2 Level equivalent).

Core Competencies: Strong analytical skills, self-taught capacity, and a service-oriented mindset.

Technical Skills & Competencies

- Service Management: ITIL Framework, Incident Management, Request Fulfilment, Major Incident Handling, SLA Compliance
- Support & Troubleshooting: 1st/2nd Level IT Support, Systems & Network Troubleshooting, Root Cause Analysis, Ticket Qualification
- Tools & Platforms: Ticketing Systems (JIRA / ServiceNow / Remedy), Knowledge Base Management, Remote Support Tools
- Operating Systems: Windows Server / Desktop, Linux Environments, System Administration basics

Apply Now

Interested candidates should submit an updated resume and complete the required application questions

📌 Senior IT Customer Support Engineer (Kochi)
🏢 NM Nextmittelstand
📍 Kochi