Description
Purpose of the job• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users
• Route problems to internal I.M. support staff
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
• Administer and provide User Access and Exit controls
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's
Knowledge, skills & experience
• Very good German & good English (min B2)
• Education – any formal background will be considered
• Analytical and systematic problem solving skills required
• Technical helpdesk or technical call center experience
• Candidates without support experience can also apply
• Technical & customer specific training will be provided following for unexperienced candidates
The following will be considered as an advantage:
• Help desk, customer service, and support experience with problem solving involving hardware, software, and networks
• Phone support experience
• Windows Operating systems
• Clients: Windows8, Windows 10
• Servers: Windows 2008, Windows 2003
• Remote desktop connectivity applications (Bomgar, TeamViewer, LiveMeeting)
• MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook
• Office 365
• Share Point
• Internet browsers (e.g. Explorer, Chrome, Firefox)
• Anti-virus and firewall software
• PC Hardware knowledge
• Desktop
• Laptop
• Peripheral devices (printers, scanners)