We are looking for a technically skilled

2nd Level Support Engineer

with experience in troubleshooting complex IT environments and supporting retail/POS infrastructures.

Responsibilities

2nd level support for complex incidents and service requests.

Incident analysis, troubleshooting, and root cause identification.

Coordination with 3rd level support, vendors, and external service providers.

Installation, configuration, and support of POS systems and peripheral devices.

Software deployment, rollout support, and system maintenance.

Documentation and knowledge base maintenance.

Monitoring ticket progress and ensuring service quality and SLA compliance.

Benefits

Expand professional horizons with internal development opportunities and a range of training programs.

Respect and appreciation from colleagues with diverse diversity management offerings.

Work with latest technologies and constant innovations.

Versátil working hours and location (including home office) for work-life integration.

Company healthcare program.

30 days of vacation.

Requirements





Strong troubleshooting and analytical skills in hardware, software, and network environments.

Experience with Windows systems; Linux knowledge is an advantage.

Knowledge of network technologies (LAN/WAN/WLAN, DHCP).

Experience with software deployment and package management using SCCM.

Experience supporting mobile devices (Android / Windows CE).

Experience in planning and executing software rollouts.

Ability to analyze, prioritize, and resolve escalated incidents within SLA requirements.

Experience working with ticketing and ITSM systems.

Good communication and coordination skills in cross-functional environments.

Fluent German and English language skills (written and spoken).

Preferred Qualifications

Experience with GK Software / retail POS systems.

Engineering experience in client or POS environments.

Knowledge of SD-WAN environments.

Experience with retail hardware (POS systems, scanners, printers, access points).

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📌 2Nd Level Support Engineer (Madrid)
🏢 q.beyond ibérica
📍 Madrid