* Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams.
* Address user tickets regarding hardware, software and networking
* Walk customers through installing applications and computer peripherals
* Ask targeted questions to diagnose problems
* Guide users with simple, step-by-step instructions
* Ensure that incidents and requests are handled according to customer needs and priorities.
* As needed, escalate tickets.
* Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.
* Perform overtime duties when necessary
* Conduct remote troubleshooting
* Test alternative pathways until you resolve an issue
* Record technical issues and solutions in logs
* Direct unresolved issues to the next level of support personnel
Requirements:
• Speaks fluent German and have intermediate English speaking skills.
• 4+ years of hands on experience in Desktop Support
• Good understanding of Windows platform 10 and 11 OS; Bitlocker understanding
• Experienced in troubleshooting hardware and software issues
• Experience in ITIL process, maintaining SLA's, CSAT's and Service Now
• Experience of providing VIP support is desirable
• Must be willing to travel to other customer locations within Germany as required