Mission / Role Purpose

The Application Support Engineer (L2) provides advanced application and operational support for production environments, acting as a bridge between frontline (L1) support, engineering teams, internal departments, and external suppliers.The role focuses on incident resolution, troubleshooting, escalation management, and continuous service improvement.

Key Objectives

- End-to-end ownership of incidents and service requests.
- Ensure SLA and KPI compliance.
- Enable L1 teams and improve First Contact Resolution (FCR).
- Ensure application stability and service availability.
- Promote continuous improvement initiatives.

Key Responsibilities

Service Operations & Ticket Management

- Manage support tickets (INC / SRQ / PRB / CHG).
- Act as Incident Manager when required.
- Ensure SLA compliance and proper prioritization.
- Handle customer communication and escalations.
- Perform troubleshooting and technical issue resolution.
- Conduct root cause analysis for recurring incidents.
- Escalate issues to L3 when necessary and follow through to resolution.
- Maintain proper documentation and contribute to knowledge sharing.

Qualifications

Education and Experience

- Telecommunications, Engineering, or related background.
- Experience in Application Support / Production environments.
- Experience with ticketing tools (e.g., ServiceNow, Jira).
- Understanding of ITIL processes and service management frameworks.

Technical Skills

- Knowledge of IP networks, IoT devices, and VPN technologies.
- Experience with monitoring and troubleshooting tools.
- Background in telecom technologies (SIM, IoT ecosystems).
- Knowledge of GSMA specifications (SGP.02, SGP.22, SGP.32) is a plus.
- Experience with IoT platforms or applications is a plus.




- Excellent English communication skills (written and spoken).

Soft Skills

- Strong analytical and problem-solving mindset.
- Team-oriented with good communication skills.
- Strong organizational, time management, and follow-up capabilities.
- Ability to work under pressure in fast-paced environments.
- Proactive attitude with continuous learning mindset.

What’s great about working with us

- Culture and diversity: Join a people-oriented environment with diverse nationalities, strong team spirit, and flat hierarchies where everyone speaks to everyone. We are an Equal Opportunity Employer and LGBT+ friendly.
- Global Collaboration: Work collaboratively with stakeholders around the globe.
- Career Development: Benefit from continuous training, coaching, and talent development programs.
- Social Benefits: adaptable compensation (transport tickets, training, private insurance), etc.
- Own Canteen: Take a break with our breakfast and lunch service, choose from a wide range of menus, salad desk, and sandwich options, all at affordable prices!
- Work-Life Balance: Hybrid Model of work (Monday to Friday 5pm-1am; 3 days of remote work).
- Location: Sant Joan Despí. Easily accessible by public transport.

$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. $$ HR Team Spain $$ [email protected] $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career;_job_req_id=27650&career;_ns=job_application

📌 Application Support Engineer (IoT) (Sant Joan Despí)
🏢 Giesecke+Devrient
📍 Sant Joan Despí