Do you excel at tackling technical challenges head-on and finding innovative solutions? We are looking for an IT Quality Manager (f/m/d) to support our first-level local Operations Team!

The purpose of this role is to provide specialized technical support and resolution for escalated issues related to access systems, internet connectivity, television services, and CCTV. The role supports the first-level local OPS team by handling complex problems that exceed their technical capabilities or authority to resolve.

How you’ll be hosting with heart:

1. Issue Resolution for Escalated Cases:

2. Act as the primary point of contact for issues escalated by our d2d operations team.

3. Troubleshoot and resolve problems mainly related to:

4. Access Systems: Managing permissions, resetting credentials, and troubleshooting hardware/software issues.

5. Internet Connectivity: Diagnosing and fixing network issues.

6. Television Services: Troubleshooting signal reception, configuration of TV hardware, and handling issues.

7. Root Cause Analysis and Documentation:

8. Investigate and document root causes for recurring issues and recommend preventive measures or improvements.

9. Log all escalated cases with detailed troubleshooting steps taken and resolutions in a ticketing system.

10. Collaboration and Escalation:

11. Collaborate with third-party vendors (e.g. network providers, hardware manufacturers) when issues cannot be resolved internally.

12. Escalate unresolved, high-impact, or complex issues to the third level (to be defined) when necessary, ensuring documentation is provided.

13. System Monitoring and Maintenance:

14. Monitor critical systems and proactively address potential issues before they impact users.

15. Perform regular system maintenance checks and updates to ensure optimal performance of internet, access control and TV systems.

16. Technical Expertise and Guidance:

17. Provide in-depth technical guidance to local managers on best practices, troubleshooting steps, and basic configuration changes they can perform independently.

18. Document procedures and maintain a knowledge base to help first-level support avoid escalations where possible.

19. Training and Knowledge Transfer:

20. Provide regular training and support materials to local managers to improve first-level resolution rates.

21. Update training materials as systems are upgraded or new troubleshooting steps are identified.

What you need to shoot for the stars:

1. Communication and Documentation:

2. Excellent communication skills to translate complex technical issues into understandable steps for non-technical staff.

3. Strong documentation skills for recording issues, processes, and resolutions.

4. Fluent in English and a solid level in German (at least B1).

5. Problem-Solving Abilities / Structured Approach:

6. Ability to diagnose complex technical issues quickly and efficiently, with a methodical approach to troubleshooting.

7. Technical Proficiency:

8. Strong knowledge of networks, access control systems, CCTV operation, and digital/streaming TV systems.

9. Experience with network troubleshooting tools and techniques (e.g., ping, Wi-Fi diagnostics).

10. Stakeholder Management:

11. Experience coordinating with vendors and internal stakeholders for support and resolution of hardware or software issues.

12. Proactive Mindset:

13. Ability to identify patterns or recurring issues and recommend proactive solutions to prevent future escalations.

We're designed to stay because:

• Hybrid Office Model: We offer a flexible and empowering work environment - you can choose to work 100% from our office or partially from home and the office.

• Visa & Language Support: We’ll support you during your visa process and with learning German on every language level after passing your probation period.

• Relocation Support : We'll financially support your move to Munich if you live further away than 300km from our office.

• Oneteam: We are #oneteam with a transparent company culture by staying up to date with each other through team stand-ups, regular All-Hands and suite events (Summer, Wiesn, Christmas).

• Growth and Development: We make sure that you keep growing - through constant feedback, peer reviews and exchanges with focus on your development.

• Limitless learning : We offer you the possibility to choose an external development format that will help you in reaching your full potential without any limits in budget.

• Workation: You have the chance to work twice per year for a duration of up to 4 weeks from a different country in the European Union. Our Limehomies love traveling so we want to give them the chance to work from inspiring new locations regularly.

• Sabbatical: After your 1.5 years with Limehome we offer the possibility for a 3-month sabbatical. You can use it for whatever you want: may it be traveling, spending time with your besties or volunteering.

• Everything for our Limehomies : We focus on your physical wellbeing (Urban Sports Club), to your mental wellbeing (Nilo.health), or even staycations in one of our beautiful Limehomes, and many more suite benefits. Join us and find out!

Who we are:

Limehome is a leading tech-enabled operator in the hospitality industry offering functional, design accommodations across Europe. Using proprietary technology, Limehome delivers comfortable and convenient stays with a seamless digital guest experience for business and leisure travellers. Our vision is to be the first choice in travel for everyone, everywhere. By now, our portfolio consists of more than 10,000 apartments and hotel rooms under contract across 150 cities in 13 European countries.

Jan is looking forward to your application!