Job Description

Job Summary

This role provides advanced technical support for Windows environments, leveraging proficiency in both English and German to resolve complex incidents and enhance customer satisfaction. The individual is responsible for in-depth troubleshooting, root cause analysis, and implementing solutions that ensure operational continuity and a strong security posture. They contribute to knowledge management and support team development by coaching and updating technical resources.

Job Role : Senior Administrator - English, German, Microsoft Windows

Job Summary : Service Desk - English (VIP Support)

Job Responsibilities : Service Desk - English (VIP Support)

Skill Requirement : Service Desk - English (VIP Support)

Other Requirement : Service Desk - English (VIP Support)

Key Responsibilities

1. Utilize advanced German and English communication skills to troubleshoot and resolve complex Windows system incidents escalated by support analysts, ensuring timely and effective solutions.
2. Perform in-depth root cause analysis on technical and security issues within Windows environments, implementing corrective actions to prevent recurrence.
3. Update and manage technical knowledge bases in both German and English, ensuring accurate documentation of solutions and procedures for Windows-related incidents.
4. Coach and mentor analysts and new team members in technical troubleshooting and customer communication, fostering skill development within the support team.
5. Collaborate with internal support teams to address and resolve complex tickets within agreed SLAs, maintaining operational continuity and security standards.
6. Drive high customer satisfaction (CSAT) by achieving first call resolution, minimizing case reopens, and effectively mitigating security threats within Windows environments.

Skill Requirements

1. Advanced Proficiency In Troubleshooting, Diagnosing, And Resolving Issues In Microsoft Windows Operating Systems
2. Advanced Understanding Of Root Cause Analysis And Incident Management Processes
3. Advanced Knowledge Of It Security Principles And Their Application In Windows Environments
4. Advanced Proficiency In Updating And Managing Technical Documentation
5. Advanced Interpersonal And Coaching Skills For Knowledge Transfer Within The Team

Other Requirements

1. Microsoft Certified: Windows Client (optional but valuable)
2. ITIL Foundation Certification (optional but valuable)
3. German language certification (GoetheZertifikat B2 or higher) (optional but valuable