Monitoring Support Engineer with German

Company Description

Accesa is a leading technology company headquartered in Cluj-Napoca, with offices in Oradea and 20 years of experience in turning business challenges into opportunities and growth.

A value-driven organisation, it has established itself as a partner of choice for major brands in Retail, Manufacturing, Finance, and Banking. It covers the complete digital evolution journey of its customers, from ideation and requirements setup to software development and managed services solutions.

With more than 1,200 IT professionals, Accesa also has a fast-growing footprint, establishing itself as an employer of choice for IT professionals who are passionate about problem-solving through technology. Coming together in strong tech teams with a customer-centric approach, they enable businesses to grow, delivering value for our clients, partners, industry, and community.

About the project

We are working in an ITIL based model in a large range of client industries, providing multiple services across different Business Lines. Through this project you will gain experience in working in a flexible, multi-cultural and agile environment, as well as develop technical and interpersonal skills.

Your team

The Monitoring team has emerged in 2015, as a 24/5 support project for one of our biggest customers, starting out with just 5 members. Fast forward to 2025 and the Monitoring team is composed of 10 members. 8 of them are divided in 4 teams, each with 2 people, who cover the 24/7 schedule. The other 2 work on a normal schedule and provide daily support to the other team members. As of today we are offering Monitoring Services and 24/7 support for several clients activating in different fields, such as Retail, Consumer Goods, Manufacturing and Insurance.

We are looking for a Monitoring Support Engineer to join our team during normal business hours. Our new colleague will be responsible for taking care of our clients' infrastructure by proactively monitoring the availability and performance of various servers and applications, as well as processing support tickets to ensure timely issue resolution

Job Description

• Proactive Monitoring: Guard the health of distributed systems using Nagios, Check MK, Zabbix, and Grafana, swiftly spotting anomalies to prevent downtime.
• Incident Triage: Apply ITIL Incident & Request Management in Jira Service Management / ServiceNow, categorising, prioritising, and escalating issues to the right resolver teams.
• Stability Safeguard: Run scheduled infrastructure checks (OS, network, databases, cloud resources) and execute corrective actions that keep SLAs on track.
• Collaboration Hub: Act as the communication bridge between internal squads, external vendors, and cloud providers (AWS, Azure, GCP) during critical events.
• Insightful Reporting: Maintain clear, up-to-date runbooks and dashboards so stakeholders have real-time visibility into platform health and incident trends.
• Continuous Improvement: Drive root-cause analysis for recurring problems and suggest automation or process enhancements that raise service reliability.

Qualifications

Must have:

• 1+ year experience in a Service Desk or IT Support environment
• Strong German & English language skills, both in writing and speaking
• Very good communication skills and high attention to details
• Capability of recognizing problems and gathering information in order to solve them
• Sharp attention to detail with the ability to create and maintain accurate documentation
• Strong analytical approach and problem solving skills needed for complex issues
• Proactive attitude, active team participation, and a collaborative mindset
• Focus on customer service, user experience and delivery of organizational priorities
• Ability to efficiently collaborate with multiple teams and stakeholders
• Ability to stay organized, be pressure resilient and open to change

Nice to have:

• Basic ITIL awareness and operational knowledge is also considered an advantage

Additional Information

At Accesa you can

Enjoy our holistic benefits program that covers the four pillars that we believe come together to support our wellbeing, covering social, physical, emotional wellbeing, as well as work-life fusion.

• Physical Wellbeing: Our wellbeing program includes medical benefits, gym support, and personalised fitness options for an active lifestyle, complemented by team events and the Healthy Habits Club.
• Work-Life Fusion: In very dynamic industries such as IT, the line between our professional and personal lives can quickly become blurred. Having a one-size-fits-one approach gives us the flexibility to define the work-life dynamic that works for us.
• Emotional Wellbeing: We believe that to maintain our overall health, we need to invest in our mental wellbeing just as much as we do in our physical health, social connections or in achieving work-life balance.
• Social Wellbeing: As a growing community in a hybrid environment, we want to ensure we remain connected not just by the great work we do every day but through our passions and interests.