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About the Role

We are looking for a technically adept and service-oriented Service Technician / TOC Specialist to join our Technical Operations Center in Berlin-Mitte. Our TOC integrates the functions of a Network Operations Center, a Security Operations Center, and an Infrastructure Monitoring Center. The team monitors and supports internal and customer-related services in network, infrastructure, cloud, security, telecommunications, and managed IT. This role is the central TOC focus for cloud, server, and infrastructure topics.

Responsibilities

Monitoring of Netcom-CS and customer infrastructure from our TOC in Berlin-Mitte.
Accepting, qualifying, prioritizing, and processing service requests, system messages, incident tickets, and trouble tickets.
First-level support for managed servers, cloud, network, security, telecommunications, and IT services.
Troubleshooting issues related to servers, virtual machines, Linux and Windows environments, storage systems, Active Directory / LDS, and LAN connectivity.
Supporting customers with managed cloud, hosting, infrastructure, MPLS, SD-WAN, internet, telecommunications, and IT services.
Performing initial incident analyses and coordinating appropriate measures.
Escalating incidents to internal specialist teams, external providers, manufacturers, carriers, or field service teams.
Clear communication with customers regarding incidents, service requests, and escalations.
Documenting incidents, troubleshooting steps, communication, and solutions in the ticketing system.
Contributing to the improvement of monitoring, documentation, operational processes, automation, and knowledge base articles.
Participating in planned on-call duty, currently approximately once per month.

Requirements

Completed vocational training or comparable professional experience in IT system administration, system integration, server administration, cloud operations, IT infrastructure, or a related field.
Professional experience with server administration, virtualization, Linux-based operating systems, Windows Server, network storage, Active Directory / LDS, and LAN networks.
Experience in a comparable role, such as IT System Administrator, Server Administrator, Cloud Operations Technician, Infrastructure Technician, NOC/TOC Technician, or Managed Services Technician.
Good understanding of central infrastructure topics such as TCP/IP, DNS, DHCP, routing, switching, VPNs, firewalls, storage, backup, and monitoring.
Strong customer and service orientation.
Good troubleshooting skills and the ability to work structurally, even under pressure.
Clear communication skills in German and English.
Independent work style combined with close coordination with the team.
Good knowledge of Microsoft 365 / Office 365.
Experience with or basic knowledge of Azure, AWS, Google Cloud / Google Compute, S3-compatible storage, databases, Kubernetes, Docker, Ansible, Terraform, PowerShell, or shell scripting is advantageous.
Experience with VMware, Hyper-V, Proxmox, KVM, or comparable virtualization platforms is advantageous.
Knowledge of monitoring systems, ticketing platforms, incident management, or ITIL-based processes is advantageous.
Experience with backup and recovery, NAS/SAN systems, storage replication, or object storage is advantageous.
Initial exposure to security monitoring, alert handling, vulnerability management, or SOC-like escalation processes is advantageous.
Familiarity with telecommunications, VoIP, SIP, PBX/TK systems, or managed phone services is advantageous.

Skills

Server Administration
Cloud Services
Virtualization
Linux-based systems
Network Storage
Active Directory / LDS
LAN Networks
Managed Cloud
Hosting
Infrastructure
MPLS
SD-WAN
Internet Services
Telecommunications Services
IT Services
TCP/IP
DNS
DHCP
Routing
Switching
VPNs
Firewalls
Storage
Backup
Monitoring
Microsoft 365 / Office 365
Azure
AWS
Google Cloud
Kubernetes
Docker
Ansible
Terraform
PowerShell
Shell Scripting
VMware
Hyper-V
Proxmox
KVM
Ticketing Platforms
Incident Management
ITIL
NAS/SAN Systems
Object Storage
Security Monitoring
Vulnerability Management
VoIP
SIP
PBX/TK Systems
Managed Phone Services

Location

Berlin-Mitte

Work Type

Home-Office
On-call duty

Experience Level

Professional experience

Education Level

Completed vocational training or comparable professional experience

Benefits

Fair compensation
100% of monthly salary as Christmas bonus
Voluntary special payments
2 days home office
32 days of vacation
Special leave for family matters
Office in Berlin Mitte
Flexible working hours
Flextime and part-time arrangements
Permanent employment contract
Company pension plan
Continued pay in case of illness
Family-like culture
Scope for design
Short decision-making paths
Long-term career opportunities

About the Company

Netcom Connected Services GmbH is a leading provider of network, communication, and security technology in the critical infrastructure sector (KRITIS). With our teams, we plan, build, operate, and maintain modern, secure, and highly available solutions for organizations and facilities of outstanding importance for goods supply and public safety in Germany.

Equal Opportunity

The formulations in this job advertisement are intended to explicitly include all genders (m/f/d). Applications from severely disabled people are welcome.