Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks.

2nd Level Service Desk Agent with German

Your responsibilities

• Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents
• Provides technical support to address more complex / difficult service issues
• Performs technical analysis of specific incidents and service requests, including check of ticket history
• Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment
• When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision
• Gathers recurring / systemic failure information and develops reports for management
• Provides hardware and software training and advice for less experienced team members

Our requirements

• Proficient command of German (at min. C1 level)
• English language skills at min. B2 level
• Strong IT, networking/server, Firewalls and virtual machines related background
• Knowledge of customer service principles and best practices
• PC literacy, especially usage of Microsoft Office package
• Willingness to work in shifts

What we offer

• Certified trainings - technical training as well as soft skill training help you to build your personal value and capabilities, e.g. PowerShell scripting, Network, Leading the Team etc.
• Various options of development- your career path can grow vertically and the also horizontally
• Being part of a multicultural team- opportunity to explore different cultures and thinking might help you to bring new ideas be more understanding/open-minded in your life
• Possibility to use foreign languages- we speak in foreign languages on daily basis so we are continuously developing our communication competencies
• Teamworking and supportive atmosphere in our teams- our senior colleagues are happy to share their knowhow, also our juniors are willing to provide their added value for the team
• Life insurance (Allianz)
• Private medical care (Allianz)
• Sport card (Multisport) - you can enjoy wide range of sport activities on daily basis
• 26 days of holiday for all employees- we appreciate loyalty of our long-term employees but we also believe everybody deserves time to recharge no matter how long you´ve been with us
• Employee referral programme- bonus for recommending suitable profile