IT Support German Language

• Provide Level 1 IT Service Desk support to end users via phone, email, chat, and service management tools.
• Receive and handle incoming calls directly from German-speaking and English-speaking users.
• Log, categorize, prioritize, and track incidents and service requests in the ticketing system.
• Diagnose and resolve common IT issues related to:
• Windows operating systems
• Microsoft Office 365
• Outlook and Exchange
• Citrix and VDI troubleshooting
• Active Directory
• Password resets and account management
• Printers and peripheral devices
• Network and connectivity issues
• Distribution Lists/Shared Mail Box
• Follow established processes, SLAs, and support procedures.
• Escalate unresolved issues to appropriate Level 2/Level 3 support teams.
• Maintain accurate documentation of incidents, resolutions, and knowledge articles.
• Provide excellent customer service and ensure high user satisfaction.
• Monitor tickets proactively and provide timely updates to users.
• Participate in shift operations and support coverage as required.

Required Skills & Qualifications

• Fluency in German (C1/C2 level) is mandatory.
• Strong verbal and written communication skills in German and English.
• Experience in IT Service Desk, Help Desk, Technical Support, or Customer Support roles.
• Good understanding of ITIL-based support processes.
• Knowledge of:
• Windows 11
• Microsoft Office 365
• Active Directory
• Microsoft Teams
• VPN and Remote Access Tools
• Basic Networking Concepts
• Experience working with ticketing tools such as Jira Service Management
• Strong troubleshooting and analytical skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Customer-centric mindset with excellent interpersonal skills.