Job Title: IT Support Specialist – Layout Automation (1st/2nd Level Support) – German Speaking
Location: Prishtina
Employment Type: Full Time/Hybrid
About the Role:
We are seeking an experienced and service-oriented IT Support Specialist to provide 1st Level Support for our web-based Layout Automation system, with potential expansion into 2nd Level Support tasks. You will be the primary contact for internal users (Sales, Product Management, etc.), assisting with technical queries, troubleshooting, and ensuring smooth operation of the platform. The project involves automated PDF catalog creation, and you will play a key role in user training, documentation, and system maintenance.
Key Responsibilities:
1st Level Support (Primary Focus)
- Serve as the first point of contact for internal users regarding the web-based self-service application (e.g., product selection, PDF generation).
- Answer general questions, guide users through system functions, and resolve basic technical issues.
- Document and track support requests via a ticketing system (e.g., Jira Service Desk).
- Analyze and escalate complex issues to 2nd Level Support or IT/development teams.
- Maintain and update user manuals and FAQs; identify gaps in documentation.
- Conduct onboarding sessions and training for new employees.
2nd Level Support (Optional Expansion)
- Perform deeper error analysis (log checks, issue replication) and coordinate with IT teams.
- Monitor automated processes (e.g., PDF exports) and troubleshoot failures.
- Assist in system configurations, template adjustments (Adobe InDesign), and testing of new features.
- Translate user-reported issues into technical specifications for developers.
Technical & Project Support
- Maintain categorization rules, filters, and hierarchies in the system.
- Test and validate PDF exports for accuracy and functionality.
- Support the rollout of new features and pilot phases (e.g., customer-specific publications).
Requirements:
- Minimum 2 years of experience in 1st Level IT support (2nd Level support experience is a plus).
- Fluent in German (C1/C2 level) with excellent written and verbal communication skills.
- Proficient in English (B2+ level) for internal collaboration and documentation.
- Familiarity with ticketing systems (e.g., Jira Service Desk).
- Basic knowledge of Adobe InDesign (preferred but not mandatory).
- Strong problem-solving skills and a structured, independent work style.
- Service-oriented attitude with a focus on user satisfaction.
- Ability to collaborate closely with project management and IT teams.
Nice-to-Have:
- Experience with layout automation tools or catalog /publication systems.
- Technical affinity (e.g., understanding of APIs/logs for 2nd Level tasks).
How to Apply?
Submit your application directly through the link:
https://shorturl.at/cOs1y
About Borek Solutions
Learn more about us: Borek Solutions
Check out our team and office in Pristina: Kosovo Video
For more info on our Kosovo company: Company Info
We offer a competitive salary, a comprehensive benefits package, and a collaborative work environment focused on innovation and growth.