Associate Service Desk Analyst (German Speaker)

TL;DR

Associate Service Desk Analyst (IT Support): Providing 1st level service support and incident management for Managed Services customers with an accent on ticket lifecycle management and SLA compliance. Focus on triaging issues, coordinating with systems engineers, and maintaining incident documentation to ensure high customer satisfaction.

Location: Must be based in Germany

Company

The hirify.global Group is a global family of companies specializing in delivering enterprise software, tailored solutions, and quality services across ecosystems like Atlassian, AWS, Slack, GitLab, and monday.com.

What you will do

• Provide professional 1st level support and incident management for Managed Services customers.
• Manage the full ticket lifecycle from triage and debugging to smoke testing and resolution.
• Coordinate between customers and Systems Engineers to resolve incidents within agreed SLAs.
• Communicate updates to stakeholders and external vendors to unblock complex issues.
• Create and maintain incident documentation and support Root Cause Analysis (RCA) collation.
• Perform smoke testing to verify functionality of solutions prior to production release.

Requirements

• Proficiency in both German and English.
• Must be based in Germany.
• Experience with IT support ticketing and SDA.
• Familiarity with SLA and ITIL 4 frameworks.
• Experience with Atlassian tools, specifically Jira.
• Experience within a fast-paced, fast-growth tech startup environment.

Culture & Benefits

• Remote-first work environment with flexible hours.
• Generous holiday (PTO) allowance.
• Exceptional Time Away Policy including extensive paid leave for birthing/non-birthing parents and specific women's health needs.
• MacBooks provided to all employees and additional support for home office setups.