L1 Support with German

  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • nationwide
    Updated at: 11.02.2019
    Short company description


    • Speaks German at an advanced level (C1) and English at medium level (minimum B2).
    • Team working skills.
    • Understanding the offered solutions and correctly managing IT troubleshooting and troubleshooting systems.
    • Capability of constantly following the technical documentation update and including the production, testing and deployment phase.
    • Communication Skills / Socially skilled.
    • Attention, vigilance, conscientiousness and high accuracy in work.
    • Ability to identify customer problems.
    • Customer and Service oriented person.
    • Flexible attitude and can do attitude in front of difficult / unpredictable situations.
    • Ability to prioritize tasks, analyze, report, and solve problems.
    • Taking decision in a timely manner.


    • Takes internal customer calls.
    • Solves problems and incidents by phone, email and / or ticketing system according to the agreed procedures in order to ensure the direct solution to the client and to coordinate the solutions for problems with other groups (dispatching).
    • Access requests resolution – creation/modifying/deleting accounts and rights by applying access rules, depending on the positions occupied by the applicants.
    • Manages all escalations/ complaints received on team’s shared mailbox.
    • Collects user and account information (department, organizational chart, accesses, profiles, roles, etc.) for internal reporting for the German Demand team/ external for partner companies and agencies.
    • Assesses the business impact (define ticket severity) and driving incident resolution process (ticket ownership).
    • Gathers all the necessary data for internal reporting.
    • Ensures service level agreements’ fulfillment.
    • Improves first time fix and first level resolution rates by sharing the information with Level 1 agents.