ICT Administrator III – Contact Center Operations (German B1)

About the role

We are looking for an ICT Administrator III to join our Contact Center Operations team. You will work in a 2nd and 3rd level support environment, ensuring uninterrupted service delivery for our customers while adhering to defined KPIs and internal processes.

Key responsibilities

• Independently check and create tickets (change management, incident) to maintain service according to SLA and internal processes.
• Ensure smooth and uninterrupted operation of customers’ environment.
• Follow internal work instructions, process guidelines and escalation standards.
• Investigate root causes of incidents and initiate corrective actions.
• Record, prioritize, plan, test, implement, document and review complex changes or escalate when needed.
• Act as technical lead, coordinating activities to meet KPIs and management requests.
• Serve as Single Point of Contact for at least one customer, area or technology.
• Coordinate internal and vendor support for troubleshooting and maintenance.
• Train colleagues, create and maintain documentation, and perform quality/process reporting tasks.

Required profile

• Finished secondary education.
• Fluent in English (B2) and German (B1) is required.
• Minimum 2 years of experience in ICT Application Operation & Management.
• Network and cloud enthusiast.
• Expert in Windows and Linux environments.
• Experience with Session Border Controller (advantage).
• Experience with SQL databases.
• Analytical thinking, effective communication and team‑player attitude.

Required skills

• Windows
• Linux
• Session Border Controller
• SQL databases
• Network technologies
• Cloud platforms

What we offer

• Work‑life balance initiatives and flexible arrangements.
• Financial benefits and a competitive salary (minimum 1150 € gross).
• Learning and development opportunities.
• Health, sport and family‑oriented programs.
• Additional benefits to support personal and professional life.