IT HELPDESK AGENT LEVEL 2 WITH FRENCH

at  Shared Service Center Mainz

REQUIRED SKILLS

• Excellent verbal and written French (at least B2 level) and English communication skills
• Minimum of 2 – 3 years job experience with Microsoft Windows Systems in Service Desk / Technical support environment
• Experience of providing local on-site support
• IT vocational training or bachelor’s degree in computer science or information technology systems preferred
• Very good knowledge in standard applications (like MS Office)
• Good knowledge in at least two of the following systems:
• Windows Client Operating Systems
• Windows Administrative Tools
• Microsoft-Server and Roles
• Active Directory
• Azure Identity Management
• Group Policy Management
• MS Intune
• Experience in creating Knowledge Base articles to resolve technical issues
• Experience in shadowing, sharing knowledge within the team
• Ability to think logically to analyze, troubleshoot and resolve complex issues
• Solutions focused with a can-do attitude
• Experience in the hospitality industry is a plus
  You don’t Meet All Criteria?
  Don’t let that stop you! We don’t expect you to have a “perfect” profile because what is “perfect,” anyway? Even if you don’t meet all criteria but are interested in the position, feel free to apply. Your personality and dedication matter most to us. If you bring that, we can teach you the rest.

As our IT Helpdesk Agent Level 2, you will be the primary point of contact for our French customers and first Level support being responsible for providing advanced technical support and customer service. You will take ownership of the customer’s inquiry and see it through to resolution, working with higher level IT associates or third-party service providers. You will work closely with our hotels in France, performing monthly on-site visits and daily remote technical support.

Your responsibilities:

• Main point of contact for our French hotels and local vendors
• Provide advanced technical support for colleagues in hotels on-site and remote
• Perform regular hotel visits and conduct service review calls with hotel management
• Documents interactions, incidents, and resolutions within ticketing system
• Being the single point of contact, taking ownership and responsibility of issues from beginning of the notification through to resolution
• Administer and maintain user access to all systems and
• Work with our System Engineers and 3rd Party Vendors
• Providing continues feedback to our customers about current support status
• Travelling is required up to 40% of working time to our hotels