Technical Support Specialist (m/f/d)

Date: May 14, 2023

Location: DE Sankt Ingbert, DE, 66386 Hamburg, DE, 20354 Jena, DE, 07743 Schöneck, DE, 08261 CZ

Company: gksoftware

GK is a leading global software developer and provider of standard and cloud-based solutions for the retail industry, with over 500,000 retail and payment installations in more than 60 countries. At GK, more than 1.100 employees worldwide work on solutions for an all-encompassing shopping experience, improving the relationship between customers and retailers every day. GK is a hidden champion headquartered in Schöneck in the Vogtland region of Germany, but has locations in Berlin, Paris and Johannesburg while maintaining a presence in 13 further international locations. Together, GK develops groundbreaking technologies for the retail industry of today and tomorrow. 




Your reponsibilities

  • Technical product support when complex problems occur on the customer's system landscape in interaction with our software products
  • Supporting our customers via ticket system in case of technical inquieries concerning our software products, including the provision of a workaround or solution in cooperation with other departments - the processing of indicdents is ticket-based, no call center activity
  • Analysis and processing according to requirements as well as prioritization, classification, documentation and monitoring of incidents with regard to timely SLA fulfillment based on ITIL processes
  • Case-related processing of complex issues on the basis of constantly evolving software and parallel customer-specific adjustments
  • Execution of root cause analysis on internal test systems, also in cooperation with the QA department
  • Assisting with the go-live process through trainings and workshops in cooperation with the project teams
  • Support of on-site deployments as well as remote services (e.g. trainings) at customers'Support of on-site deployments as well as remote services (e.g. trainings) at customers' and partners' sites



Your profile

  • Completed apprenticeship in the IT field, e.g. IT specialist, IT systems clerk, technical assistant for IT or comparable knowledge
  • Entry as lateral entrant also possible
  • Support experience in the IT environment desirable; first knowledge in log and error analysis advantageous
  • Practical experience with Linux and Windows operating systems, as well as databases (MS SQL, Oracle) and network protocols (e.g. TCP/IP, HTTP(S), RDP)
  • Independent way of working
  • Participation in shift work and weekend service according to a defined rotating system with attractive shift bonuses
  • Willingness for national and international business trips
  • Good communication skills in German and English, both written and spoken
  • Reliability, ability to work in a team, a service-oriented manner as well as analytical skills



We offer

  • GK enables you to work from home at any time
  • We put emphasis on a long-term and trustful cooperation by offering permanent employment relationships with flexible working hoursnus payments depending on the area of activity
  • Company car policy and free parking at our locations with good public transport connections
  • Lease a maximum of 3 bikes up to a total value of €9,000
  • An international working environment as well as a cooperative working climate with space for own ideas, creativity and concepts
  • Turn your friends into colleagues: recommend a new employee and receive a referral bonus of €3,000 net
  • Develop yourself professionally and personally through our own GK Academy and e-learning offerings
  • Leasing of the latest Hardware for the private usage as part of our employee PC program. We make sure that your job-related equipment is ready for you for a smooth start from the first day of work
  • Discounts offered through our corporate benefits program
  • Location-related preventive measures (running groups, online sports courses, massage, blood donation appointments, health day
  • Advantageous everyday life facilitations while you are in the office, such as parcel and bread roll service, pharmacy delivery service and much more
  • Internal restaurant, bouldering and climbing wall, in-house kindergarden “Pixel” on the campus site at our headquarter in Schoeneck (Saxony) as well as a wide range of culinary offerings at the other locations
  • Spend time with your colleagues outside the office at our many company events
  • Read more about our Active Balance Program