Job Overview

A leading Germany-headquartered IT services organization is seeking a customer-focused and proactive 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 and document technical incidents and service requests, perform structured troubleshooting, maintain knowledge-base content, communicate with users and colleagues, and contribute to continuous service improvement.

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

Key Responsibilities

Technical Support & Incident Resolution

- Handle, qualify, resolve, and document technical incidents and service requests according to defined processes.
- Provide first-level support for users, applications, tools, and IT systems.
- Support activities relating to customer enquiries, request fulfilment, ticket handling, and major incidents.
- Perform structured troubleshooting using available tools, systems, and technical documentation.
- Escalate unresolved or complex issues to the appropriate support teams.
- Prioritize tasks according to urgency, business impact, and applicable service targets.
- Maintain accurate and timely ticket updates throughout the resolution process.

Knowledge Management and Customer Support

- Use existing knowledge-base articles, tools, and documented solutions to resolve technical issues.
- Document new incidents, solutions, and workarounds that are not already available in the knowledge base.




- Explain technical solutions clearly to customers, users, and colleagues.
- Communicate professionally with internal and external stakeholders.
- Demonstrate a service-oriented approach and maintain a strong focus on customer requirements.
- Adapt to changes in customer processes, systems, and operating procedures.

Collaboration and Continuous Improvement

- Collaborate effectively with colleagues, support teams, and geographically distributed stakeholders.
- Share role-specific knowledge and support less-experienced colleagues when required.
- Provide input on technologies and tools used within the teams working environment.
- Monitor daily support activities and recommend technical or operational improvements.
- Improve technical knowledge through training, self-learning, knowledge-base reviews, and relevant certifications.
- Demonstrate a proactive, positive, and solution-oriented approach to workplace challenges.
- Follow organizational values, quality standards, security requirements, and established working practices.

Required Qualifications & Experience

Education: Education in IT, Computer Science, or equivalent relevant background.

Experience: 1 to 2 years of work experience in IT service desk or support environments.

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

Personal Attributes: Solid customer focus, self-motivation, excellent verbal and written communication, and the ability to solve problems in a timely manner considering urgency.

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