IT Support Specialist (m/f/d) - remote

GK is a leading global software developer and provider of standard and cloud-based solutions for the retail industry, with over 500,000 retail and payment installations in  60 countries. At GK, more than 1,250 employees worldwide work on solutions for an all-encompassing shopping experience, improving the relationship between customers and retailers every day. GK is a hidden champion headquartered in Schöneck in the Vogtland region of Germany, but has locations in Berlin, Paris and Johannesburg while maintaining a presence a total of 9 countries. Together, GK develops groundbreaking technologies for the retail industry of today and tomorrow. #retailinnovatorsYour Responsibilities

• Be the application support specialist for technical product support, troubleshooting complex issues within customers' system landscapes in combination with our software.
• Assist customers through our ticket system—no call center work—resolving technical inquiries related to our software products.
• Analyze, classify, document, and monitor support cases and incidents following ITIL best practices.
• Conduct root cause analysis using log files to develop effective solutions and prevent future issues.
• Reproduce and investigate reported errors on internal test systems to identify and resolve software-related problems.
• Work on challenging, evolving software solutions, handling cases that involve customer-specific adaptations.
• Support go-live implementations and provide remote services, including training sessions and workshops for customers and partners.
• Take part in on-call rotations and shift schedules, ensuring support availability 24/7, including weekends and holidays (on a rotation basis).

Your Profile:

• IT-related training such as IT Specialist (m/f/d), IT System Administrator (m/f/d), or equivalent qualification—career changers with relevant experience are welcome!
• Hands-on experience with Linux and Windows, databases (MS SQL, Oracle), and network protocols (TCP/IP, HTTP(S), RDP).
• Previous IT support experience and familiarity with log analysis and troubleshooting are a plus.
• You thrive in a problem-solving environment, work independently, and are a team player with a customer-first mindset.
• Strong communication skills in English and German (B2 level or higher), both written and spoken.

We Offer

• GK enables mobile working at all times
• We put emphasis on a long-term and trustful cooperation by offering permanent employment relationships with flexible working hoursnus payments depending on the area of activity
• Lease a maximum of 3 bikes up to a total value of €9,000
• An international working environment as well as a cooperative working climate with space for own ideas, creativity and concepts
• Turn your friends into colleagues: recommend a new employee and receive a referral bonus of €3,000 net
• Develop yourself professionally and personally through our own GK Academy and e-learning offerings
• Leasing of the latest Hardware for the private usage as part of our employee PC program. We make sure that your job-related equipment is ready for you for a smooth start from the first day of work
• Discounts offered through our corporate benefits program