Technical Support Specialist

Technical Support Specialist

Do you enjoy talking with people over the phone, helping them with their every day IT problems? Do you have a great affinity to technical things and are you an analytical thinker?

One of our clients from the financial sector is looking to hire a Technical Support Analyst - an expert for 1st and 2nd level support - with fluent German and English skills in Germany.

What you will do:

• Essentially your typical and normal 1st and 2nd level IT support that you provide for end-users.
• Always aim for high standard of customer service.
• Cooperate with various internal teams across Germany and occasionally from other countries in Europe, work with the company`s IT suppliers.
• Aim for resolving Service Incidents / Problems / Requests in a timely manner according to SLAs, KPIs, as well as ITIL best practice.
• Proactively assist with the management of team work queues ensuring that all Requests, Incidents and Problem tickets are processed, updated and completed in a timely manner and in accordance to company procedures.
• Ensure that Knowledge Articles are documented and maintained to enable efficient delivery of customer service.
• Provide, on request, key management information for inclusion within team / departmental reports (e.g. dashboards, rag status, SLA's, KPI's. risks/issues).
• Works with 3rd level and 3rd parties' teams ensuring OLAs clearly defined and adhered to.
• Maintain an accurate and up-to-date knowledge base.
• Perform system administration duties in a Windows Active Directory environment.
• Perform all client software installation and support.
• Perform network troubleshooting to isolate and diagnose common network problems.
• Process Movers, Leavers and Joiners IT processes including new user orientation.
• Support remote users in accessing corporate resources.
• Maintain conference facilities
• Support/visit remote offices around Europe/UK locations.

What we additionally offer:

• A secure work place, full time, direct employment
• International environment and development opportunities

Who you are:

• 1-2 years experience in a Technical Support, enterprise (/bigger organisation) environment
• Strong experience in technical support, including Active Directory, desktop management, Windows 7/10, Office 2016, O365, SCCM, AD, Group Policy, Citrix, etc.
• A basic understanding of networking, TCPIP, DNS, DHCP etc.
• Good knowledge of remote access methods and applications.
• Service Now ticketing system experience advantageous.
• Excellent customer service and telephone skills.
• Excellent German skills, fluent English skills, additional language is of advantage.
• Hardware configuration experience is of advantage.
• Hardware repair experience across various vendor products is of advantage.
• Self-starter with a passion for personal development, Strong problem-solving skills, Excellent verbal and written communications skills.

Apply now and find out more about the opportunity!