Application Support German
The Role
Our client is seeking an experienced IT Application Support Engineer with German language proficiency (B2 or above) to join the EMEA Customer Care division.
In this role, you will be part of a dynamic team operating in a high-profile, mission-critical healthcare environment, where precision and responsiveness are essential.
You will provide technical support for Cardiology and Radiology applications and their associated infrastructure, ensuring continuity and reliability for systems that directly impact patient care.
Why Join Us:
- Work in a sector that truly makes a difference—healthcare.
- Be part of a team that values collaboration, clear communication, and continuous improvement.
- Access opportunities for professional growth, skill development, and career progression.
- Engage with a diverse, motivated team committed to delivering exceptional customer experiences.
Languages required:
English (B2 or greater)
German (B2 or greater)
Your Responsibilities:
- First-Line Support: Act as the initial point of contact for application-related issues, incidents, and service requests from end-users.
- Incident Logging & Tracking: Accurately record, categorize, and prioritize tickets in the ITSM tool, ensuring compliance with SLAs.
- Basic Troubleshooting: Diagnose and resolve common application issues (e.g. Configuration, Performance, usability, workflow, logs); Storage Management – (Disk Space, File system, Access, Mounting/Mapping); Database Management – (Index, Capacity, Backup/Replication, Query connectivity, Dead Locks)
- Escalation Management: Identify complex issues and escalate to L2/L3 teams with detailed documentation for faster resolution.
- Case Documentation: Document all incidents and service requests in line with ITIL best practices, ensuring accurate details on categorization, impact, urgency, troubleshooting, customer updates, resolutions, and escalations.
- Monitoring & Alerts: Monitor application dashboards and respond to alerts to prevent downtime or service degradation.
- Knowledge Base Maintenance: Contribute to creating and updating support documentation and FAQs for recurring issues.
- Compliance & Security: Ensure adherence to healthcare data security standards and regulatory requirements during all support activities.
- Collaboration: Work closely with cross-functional teams (infrastructure, integrations, Field/installation and application specialists) to maintain service continuity.
- Continuous Improvement: Identify recurring issues and suggest process improvements or automation opportunities.
Your Profile
Essential skills/knowledge/experience:
- Application Support Fundamentals: ability to grasp functionality workflow, dependencies and backend application infrastructure
- Basic Infrastructure Knowledge: Familiarity with servers, navigating system interfaces, checking service statuses, reviewing logs, monitoring performance, and performing simple troubleshooting
- Database Basics: Ability to check DB connectivity, run simple queries, and escalate issues appropriately.
- Storage Awareness: Understanding of disk space monitoring and log file management.
- Operating Systems: Basic knowledge of Windows/Linux environments for application hosting.
- ITSM Tools: Experience with ticketing systems
- Remote Support Tools: Ability to use remote desktop and diagnostic tools effectively.
Soft Skills
- Communication: Clear and professional interaction with users and technical teams.
- Problem-Solving: Analytical thinking to diagnose and resolve issues quickly.
- Customer Service Orientation: Empathy and responsiveness in a healthcare-critical environment.
Desirable skills/knowledge/experience:
- Degree or certification in IT or a related discipline (preferred).
- ITIL certification.
- Knowledge of HL7 or DICOM standards.
- Background in Cardiology or Radiology environments.
- B2 or higher fluency in both German and English.
*On call/shift pattern applicable