Job Description

Job Summary

This role is responsible for delivering technical support in both German and English for Windows-based environments, ensuring timely and effective resolution of incidents and service requests. The individual will independently address user issues, perform root cause analysis, and contribute to knowledge management, directly impacting customer satisfaction and service quality.

Key Responsibilities

1. Provide technical support for Windows-based systems by independently diagnosing and resolving incidents and service requests using ticketing tools, ensuring adherence to SLAs.
2. Communicate with end-users in both German and English to gather information, clarify issues, and deliver solutions, ensuring clear and effective support interactions.
3. Perform root cause analysis on recurring Windows issues utilizing diagnostic tools and system logs, and document findings in the knowledge base.
4. Update and maintain technical documentation and knowledge base articles related to Windows troubleshooting processes, contributing to continuous improvement.
5. Coach and train new analysts on Windows support protocols and effective communication in German and English, fostering team capability.
6. Ensure customer satisfaction by achieving First Call Resolution targets and minimizing ticket rejections and reopen cases through accurate problem resolution.

Skill Requirements

1. InDepth Knowledge Of Ticketing Platforms And Remote Support Tools
2. Strong Command Of Both German And English For Technical Communication
3. Solid Understanding Of Root Cause Analysis Methodologies For It Incidents
4. Good Documentation And Knowledge Management Skills
5. Ability To Coach And Share Technical Knowledge Within The Team

Other Requirements

1. Optional but valuable: Microsoft Certified: Windows Client or similar certification
2. Optional but valuable: Zertifikat Deutsch (B2 or higher