L1 & 1.5 IT Support Specialist (German)

Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.

- Proven IT education and 1 year job experience or 5 years of experience as an IT specialist
- Specialized know how on Databases, Windows, Network, Active Directory, Virtualization
- Proven remote support know-how (patches etc.)
- Fluency in English & German (both written and verbal)
- Fluency in at least one of the following languages is a plus: Italian / Swedish / Spanish / Russian / Dutch / French / (written and spoken)
- Problem solver orientation
- Excellent communication and listening skills
- Team player
- Very good analytical skills
- Eagerness/willingness to learn
- Ability to perform under pressure
- Ability to multi-task
- Customer facing experience
- Telephone skills with good voice tone and pitch articulation and overall speech quality

- Providing initial remote technical software & hardware support to clients
- Consistently interacting with customer and supervisors to have the issue solved
- Analyzing problems/situations, understanding problem impact on client business
- Applying problem solving techniques
- Responding to client queries, providing timely resolutions to client issues
- Maintaining highest client satisfaction
- Maintaining positive client relationships even in severe situations
- Logging all related activities for each customer query and handling client data securely
- Employing client ‘s standard support delivery methodologies and tools
- Performing in international software support delivery processes and environments
- Respond to requests for technical assistance in person, via phone, electronically
- Follow service desk procedures
- Performing problem management and end-to-end problem ownership
- Redirect problems to appropriate resource
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests and document resolutions
- Stay current with system information, changes and updates
- Make sure the process conformity and SLAs are accomplished