Digital Support Specialist

Your responsibilities:

• Support onboarding of users into applications, including account creation, permissions management, and initial troubleshooting.

• Provide first-line helpdesk support by email, phone, and ticketing systems, escalating issues to product or development teams when required.

• Review and assist in maintaining user documentation for applications, ensuring clarity and accuracy.

• Identify, document, and escalate bugs or recurring issues to the respective product team.

• Maintain knowledge entries in Information & Knowledge Management (IKM) tools, ensuring lessons learned and troubleshooting procedures are recorded and accessible.

• Monitor application performance and availability using existing tools, escalating incidents as necessary.

• dentify potential improvements to applications and provide user feedback to product and development teams.

• Deliver short training sessions, user guides, and onboarding material to support end users.

• Maintain an awareness of cybersecurity best practices and assist in preventing unauthorized access or data loss incidents.

• Perform additional tasks as required by the COTR related to application support.

We are looking for you, if you have:

• Two years of vocational training in IT, computer-related sciences, or related disciplines.

• A minimum of 3 years (within the last 6) providing helpdesk or end-user support, including account creation, troubleshooting, and user onboarding.

• Experience with helpdesk tracking/ticketing software (e.g., Jira, GitLab, ServiceNow, Remedy).

• Familiarity with Agile/DevSecOps practices and collaboration tools (e.g., Jira, Confluence, GitLab).

• Experience documenting solutions, FAQs, troubleshooting guides, and maintaining knowledge management entries (e.g., Confluence, IKM tools).

• Knowledge of data security principles and best practices relevant to end-user support.

• Experience with application monitoring and incident management (e.g., Nagios, Prometheus, Splunk, Grafana).

• Strong communication skills, with experience training or onboarding users and producing user-friendly documentation.

• Proven ability to work collaboratively in cross-functional and interdisciplinary teams (support, development, product).

• Fluent in English (Written and Oral).

• Proficiency in the use of the Microsoft Office tool suite and collaborative software.

We offer:

• Participation in interesting and challenging projects.

• Flexible working hours.

• A great, non-corporate atmosphere.

• Opportunities for development and promotion.

• Attractive package of benefits.

• Remote work.

We reserve the right to contact the selected candidates.