German-speaking Tech Support Advisor (Service Desk)

Your Role  😎 

• Provide 1st level support to the client workers
• Handling of IT requests or issues via phone, mail and chat or via self-service portal
• Perform root cause analysis and troubleshooting via phone and/or remote access and monitor IT requests and issues in the client’s ITSM service management system including their categorization and prioritization of IT issues and requests
• To be accessible and provide a first resolution rate by using internal knowledge databases.
• Cooperate with client’s 2nd level service organizations and external service providers
• Provide support to client’s employees in the operation of user systems and peripheral devices

Your Qualifications 💪 

• C1 or above German skills
• Very good English language skills
• Experience in 1st – or 2nd level IT support, ideally in larger environments, is an advantage
• Good IT knowledge, especially of Windows 10, Office 365 and MS Teams
• Good knowledge in troubleshooting hardware and software
• Analytical approach to complex issues
• Experience in ITSM ticket systems (ideally in ServiceNow)
• Knowledge of processes according to ITIL V4 good to have
• High customer and service orientation

1. High sense of responsibility

• Reliable and systematic way of working
• Willingness to learn and develop technical and soft skills
• Willingness to work shifts
• High motivation and willingness to work in a global team

The Offer 🤩 

• Excellent base salary and benefits
•  Seniority bonuses after 6 and 12 months
• Opportunity to work in a multicultural team
• Vibrant and sunny working location in one of the coolest cities in the world
• Growth progression opportunities
• Three shift patterns –  6h-14h, 8h-17h and 11h-19h

Relocation bonus available.