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

About the Position

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

Remote

Vollzeit

Festanstellung

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About the Role

In the L2-Support, you are the technical reference. You handle tickets like everyone else, but you also take over cases where standard measures no longer apply. Multi-layered error patterns, performance issues, platform-related cases. At the same time, you drive the team forward: through standards, reviews, and technical coaching. When things get tough, you hold the technical threads together.

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Responsibilities

• Handle complex L2-Tickets in daily operations: In-depth error analysis at the application, system, and platform levels.
• Manage demanding topics: For example, virtualization/HA/storage-related cases, firewall/VPN, performance/stability issues, complex migrations.
• Coordinate incidents: Prioritize, hold threads, derive concrete improvements from disruptions.
• Define standards: Further develop runbooks, escalation rules, ticket minimum data, and support procedures.
• Strengthen the team: Coach L1/L2, review procedures, share knowledge.

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Required Profile

What you should bring

• Deep Linux and Service Stack knowledge: System behavior, load/error patterns, side effects of changes.
• High-level Web-/Mail-Stack: 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 competence: Experience with virtualized environments, HA concepts, and storage (e.g., Proxmox, KVM, Ceph, or comparable).
• In-depth error analysis: Analysis and resolution of complex disruptions at the application, system, and platform levels. You think beyond the individual case and consider dependencies and impacts on other systems.
• Technical leadership and communication: You can technically develop colleagues, set standards, and improve working methods. Good German, good English for customers, documentation, and vendor communication.

Plus, if you have it: Deep Proxmox/Ceph specialization · IaC/Ansible · Firewall/VPN/WAF experience (e.g., WireGuard, OpenVPN, iptables/nftables) · complex migration projects · monitoring/observability depth (e.g., checkmk, Prometheus).

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What We Offer

• 100% remote, free choice of hardware. Linux setups expressly welcome.
• Home office allowance.
• 30 vacation days.
• Professional development: Whether towards system administration, networking, or development. We support you in moving in the direction that suits you.
• A small team where everyone knows each other and you don't disappear behind ticket numbers.

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Application Process

Application by answering a few questions → Video call to get to know each other (approx. 30 minutes) → Video call with interview and work samples (approx. 90 minutes) → Decision.

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About the Company

dataforest has been at home in the hosting and infrastructure world since 2009 – back then as PHP-Friends. What started as a side business for our own customer projects has grown into a company with several brands, own platforms, own network, own hardware in various data centers, and over 22,000 customers.

Under the umbrella of dataforest GmbH, dataforest, PHP-Friends, Avoro, and dataforest cloud are united. Our technical spectrum ranges from web hosting, virtual and dedicated servers, managed services, cloud infrastructure, storage, and colocation to network services, IP transit, DDoS protection, domain and DNS automation, as well as individual infrastructure projects. At the beginning of 2026, we launched our own cloud.

We work completely remote, with short distances and a small team where responsibility is visible. The topics are broad: support, development, network, processes, and commercial areas are closely intertwined with us.

The team is small, the topics are not.