REQUIREMENTS:

• Fluent in German with intermediate English communication skills
• 3+ years of hands-on experience in Desktop Support
• Solid understanding of Windows 10 and 11 OS; BitLocker knowledge
• Skilled in troubleshooting hardware and software issues
• Experience with ITIL processes, maintaining SLAs, CSATs, and using ServiceNow
• Experience providing VIP support is desirable
• Willingness to travel to other customer locations within Germany as required
  Job Types: Full-time, Permanent
  Pay: 40.000,00€ - 50.000,00€ per year

Language:

• German Fluently - C2/Native/Bilingual (Required)

Willingness to travel:

• 75% (Required)

• Lead a team of 3–4 technicians to carry out daily tasks
• Respond to and diagnose complex hardware, software, and network incidents under general supervision (Level 3+ only), and as instructed by end customer or technical teams
• Address user tickets related to hardware, software, and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Ensure incidents and requests are handled according to customer needs and priorities
• Escalate tickets as needed
• Comply with all IT service processes, procedures, and work instructions set by the customer, including its Code of Conduct and core values
• Perform overtime duties when necessary
• Conduct remote troubleshooting
• Test alternative pathways until the issue is resolved
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support
• Follow up with clients to ensure systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals