Maintain, analyse, troubleshoot, and repair computer systems, hardware and computer peripherals. Document, maintain, upgrade or replace hardware and software systems. Support and maintain user account information including rights, security and systems groups. Field incoming help requests from end users via both telephone and work orders in a courteous manner Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue Build rapport and elicit problem details from help desk customers Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution Professional knowledge and qualifications required: A 4-year degree in Computer Science, Engineering, or related discipline; ( MBO ICT 4 level) 3 years technical support experience in a computer-related area Ticket handling tools/cross team troubleshooting Strong verbal communication skills, including the ability to document operations procedures Strong customer service skills and the ability to deal all types of customer service requests Good analytical, communication, problem solving, and organizational skills Ability to effectively interact with a diverse user base Highly organized, result oriented, self-motivated and proactive Knowledge of basic computer hardware. Experience with desktop operating systems including Microsoft Good understanding of the organization's goals and objectives. Exceptional interpersonal skills, listening, and questioning skills. Strong documentation skills. MCSA Windows 10 / 11 Knowledge of InTunes Active directory Network essentials Driver's license and own car to visit off-site locations ( Leverkusen, Düren) German / English speaking writing Preferred Certifications