German L2 Service Desk Agent

Provides 1st and/or 2nd level telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.

Responsibilities

• Not only receives calls from but also initiates calls to the clients.
• Provides users with proper authorizations.
• Performs troubleshooting directly in the system of the customer, re-installs programs if necessary.
• Works with greater independence, possesses bigger authority and knowledge to solve problems.
• Contributes to solving problems on client-specific devices and applications as well.
• Solves the overwhelming majority of the problems, forwards only those cases that require specialized knowledge to the next level of support or to a local partner.
• Shares knowledge with colleagues

Shifts:

24/7, night and weekends

Qualifications - Skill description:

• Must have (or be studying towards) any of the below certification:

• • Microsoft Certified Professionals (MCP)
  • Microsoft Certified Desktop Support Technicians (MCDST)
  • IT Infrastructure Library (ITIL) foundation

• Be familiar with repair, analysis and measurement tools
• Strong customer- and result-orientation
• Team spirit
• Good interpersonal and communication skills (verbal and written)
• Understanding of easy to handle administrative tasks
• Understanding of IT – Microsoft Windows and MS Office (Word, Excel, Power Point, Outlook)
• Social competency to handle also hard emotions
• Good ability to handle stress

Language knowledge required:

• Advanced German