L4 Support Engineer - Ticketing System

Key Responsibilities :

• Perform 24x7 monitoring of Company's-owned MPC environments in Frankfurt, Vienna, and future sites like Barcelona and Osaka.
• Identify and escalate critical alarms requiring root access to the standby support team in Germany.
• Execute patching and maintenance tasks on MPC instances without root access, including Grafana -based monitoring.
• Deliver 4th-level global backend support :
• Receive and validate support tickets from MPC providers.
• Ensure thorough pre-troubleshooting and log collection.
• Support local MPC providers in issue resolution.
• Coordinate escalations to Omnissa product backend support.
• Manage platform patch installations and UAT validation.
• Contribute to extending Omnissa runbooks based on real-case troubleshooting.
• Support MPC provider certification and recertification processes.
• During night shifts, contribute to :
• Monitoring of SCHIFFL IT's hosted environments
• UEM device testing and configuration documentation
• Development of training and testing material for MPC qualification

Skills & Experience Required :

Technical Expertise :

Mandatory :

Preferred :

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