OTRS Career Stories.
Learn more about Jasmin’s journey.

Service Engineer

When did you join OTRS Group and why did you choose us?

I joined in the summer of 2021. I had followed the recommendation of a friend who had been working here for long time. The most important points for my decision were: Being able to organize family and career well and having colleagues I can work well with. Working time is living time and it should be good.


Why did you become a Service Engineer and what is special about this job for you?

I started as Service Engineer because it seemed to be a good start into this profession in which I am new. And now I often feel like a detective. I never know beforehand which task is waiting for me or if I have all relevant information or to what depth the clients will let me search into the system to help them out. And getting better and better every day at what I do is a really good feeling!


At OTRS Group we mainly work from home office, how do you still manage to maintain a team feeling?

We use different tools to stay connected, and I enjoy working on a ticket together with my colleagues: Talk, ask, discuss, explain in conversation or in writing. That, of course, needs some discipline and curiosity, but we often also have fun in the process.

How does a typical working day look like for you?

I start reading my tickets, have many question marks hanging over my head and then try to remove them one by one: Contacting colleagues and customers, testing by myself, investigating on systems or in documentation and starting the whole process again and again until I find a solution or forward the ticket to my colleagues. But this is not failure – it’s part of the process.


Be honest! What can we do better or what do you wish for the future?

We have a lot of different communication channels and sources of relevant information. Sometimes it is annoying and time consuming to search all the sources for one thing you need right now. Maybe that could be combined a little.

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