For one of our prestigious clients, we are looking for a 1st Line Support Specialist with the German language.

The 1st Line Support Specialist is a member of the Global Service Desk Team. The responsibility of the team is to support the company’s users around the world by logging, troubleshooting, resolving, escalating, and documenting all tickets using the service desk management tool. The 1st Line Suppport Specialist addresses users’ requests using modern support applications such as HaloITSM and Microsoft inTune. 


Responsibilities:

• Provides general hardware, software, and network support to all users around the world, for all software and equipment, including PCs and laptops, mobile devices, desktop phones, printers
• Answers the help line and log in all incoming calls in the ticketing tool
• Continuously monitor new incoming Support request in ticketing tool
• Documents all interactions and actions related to each ticket
• Follow up standard service desk operating procedures. Ensure courteous, timely and effective delivery of first-line support of user technical issues.
• Categorize, prioritize, and dispatch support tickets, and allocate more complex service issues to the relevant IT Support member or expert Team utilizing the ticketing system.
• Follow-up and update customer status and information.
• Correctly testing, identifying, repairing, resolving, and documenting End User technical issues.
• Provide technical support and instruct users on correct and efficient use of the core IT system components (Windows 10/11, Office 365 Suite, mobile phones, Network, business applications and telecommunications).
• Abide to and contribute to fulfillment of external and internal service level agreements as applicable.
• Contribution to technical and application documentation to improve the technical procedures and knowledge database, in particular troubleshooting knowledge items.
• Participate in a shift-based roster, whenever applicable.

Requirements:

• Any IT or computer science related professional education and/or IT related university studies.
• At least 1 years of work experience in IT Infrastructure / Technical Support/ First Level / Help Desk.
• Microsoft operating systems experience and MS Office 365. 
• Fluency in English and German written and spoken.
• Some basic network and telecommunication experience.
• Strong interpersonal communication skills are essential.

Nice to have:

• ITIL Knowledge or work expertise in ITIL-based organizations.
• Any work experience in conducting user trainings.
• Experience with any ticket system (Samanage / Halo ITSM will be an asset).

If you are interested in taking part in the recruitment process, please send your application to us.