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Technologies-expected : IT S technologies-optional : Cisco Telecom responsibilities : IT Service Desk Consultant (German Support) Responsibilities: 24/7 fault acceptance and processing for large and medium business customers (mail, telephone, ticket) in the Fixed Operations Business area for landline & internet, VPN Checking & processing of tickets created from the monitoring system Independent processing & documentation in the ticket system (BMC Remedy) Troubleshooting the main and back-up connections (Fix Net, Mobile) Comparison of customer reports with the error pattern Checking the current & historical dial-in data Cabling check & CPE status (LED) x DSL port reset Line measurement Actively obtain new information and status (customer information, verify error patterns, status inquiries with supplier/vendor) Formulate and document a clear diagnosis as a basis for further troubleshooting Carry out further troubleshooting steps based on the diagnosis If necessary, supplier assignment based on the diagnosis (line carrier, CPE service, vendor) Active involvement of the 2nd level (Advanced Troubleshooting, Voice & IP) for more complex fault patterns Acceptance and processing of customer escalations requirements-expected : Requirements: Good German skills is a must have Communicative English is a plus. Willingness to work shifts 24/7 Cross-team support if required Initial experience in customer support, telephone & mail, ticket system Experience in the telecommunications and business customer sector is desirable Initial experience with ticket-based systems Ability to work independently and good teamwork skills Passion and affinity for troubleshooting Sense of responsibility, commitment and reliability offered : We offer: Comprehensive training Home office Internal promotion and further development opportunities Committed and helpful team Flexible working hours Varied activities