Responsibilities:
� Log, capture, and troubleshoot customer incidents and provide resolution within defined SLA’s
� Manage multiple customers and incidents on a varying level of priority
� Provide excellent technical and customer service; strong communication skills a must
� Product testing and the ability to test and document issues found in product releases
� Ability to recognize when to escalate incidents on behalf of the customer in order to meet commitments

Requirements:
� BA/BS in Computer Science, Information Technology, Engineering or other related degree, or equivalent relevant experience with 2+ Years in the I.T. industry.
� Excellent written and verbal communication skills in English and German
� Flexible schedule and ability to work additional hours when necessary to meet both customer and business needs.
� Possible additional compensation for weekend on call roster duty, as well as during post-release periods.
� Use of IT Service desk tools
� ITIL fundamental certified and/or IT Operations experience
� Knowledge of
� Windows Operating Systems
� Internet Information Services – IIS
� Networking
� MSSQL
� Technical writing skills; ability to write knowledge base articles, news group content and product materials for internal and external use.

For more information about this role please contact Gillian Nicholson at gillian.nicholson@collinsmcnicholas.ie or call Gillian at 091706706

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