IT Support Specialist (Senior, 2nd Level) – Hosting (m/w/d)

Your Responsibilities: What it's about: In L2 support, you are the technical reference. You handle tickets just like everyone else, but you also take on cases where standard procedures no longer work. Multi-layered error patterns, performance issues, and platform-related cases. At the same time, you drive the team forward through standards, reviews, and technical coaching. When things get critical, you hold the technical threads together. What you will do: Handle more complex L2 tickets in daily operations; perform in-depth error analysis at the application, system, and platform levels. Handle demanding topics such as virtualization/HA/storage-related cases, firewall/VPN, performance/stability issues, and complex migrations. Coordinate incidents: prioritize, keep track of threads, and derive concrete improvements from disruptions. Define standards: further develop runbooks, escalation rules, minimum ticket data, and support procedures. Strengthen the team: coach L1/L2, review procedures, and share knowledge. Your Profile: What you should bring: Deep Linux and service stack know-how: system behavior, load/failure patterns, side effects of changes. Web/mail stack at a high level: experience with web servers (e.g., NGINX, Apache), PHP runtimes, databases, caching layers, and reverse proxies (e.g., HAProxy, Traefik), including typical hosting architectures such as app/DB separation, replication, or clustering. Platform and virtualization competency: experience with virtualized environments, HA setups, and storage systems.