German Speaking Service Desk Engineer
About my Client
I am working with an IT Global Services company currently with delivery centres across the world. They are planning to grow and expand the business over the next 2 - 3 years through a combination of organic growth and acquisitions.
What makes them stand out is their ability to deliver scalable and world class 24*7 technical support along with a mission to be a global leader in innovative IT customer support solutions that meet and exceed their business partner's requirements.
Responsibilities:
* Deal with customer IT queries for first line support, using your judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
* Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password
* Monitor and update call logging system, ensuring customers receive top level service
* Provide "how to" assistance on all internally supported devices, applications and systems to troubleshoot the end user's issue and resolve upon first contact, when possible.
* Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.
* Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password.
* Incident Management - ensure all tickets are resolved efficiently
* Monitor and update call logging system, ensuring customers receive top level service
* Excellent understanding of PC hardware/software and be fully conversant with routed TCP/IP, Firewalls, LAN, WAN, VoIP and the
* Windows/Mac OSx operating systems.
Experience and Skills:
* Min 1 Years' experience in customer support or application support required
* Fluent in German & English languages
* MCP and Microsoft software certification desirable
* Excellent communication skills with the ability to support clients remotely
* Excellent time management skills and ability to work under time pressure
* Base understanding of Microsoft Active Directory
* Understanding of ITIL framework
* Previous 1st Line experience
Benefits:
* Pension
* Health care
* Bonus
For more information on this role please contact Peter Raine at Reperio Human Capital 015713966
Reperio Human Capital acts as an Employment Agency and an Employment Business.
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