2nd Level Service Desk Agent with German

About the project

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 will be additional asset
• 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