German-Speaking Technical Support Executive (Service Desk L1 Agent)

We are looking for a Senior Technical Support Executive fluent in German & English to join our dynamic Service Desk team.
This role involves providing first-line technical support, troubleshooting, and service restoration to ensure optimal system performance and user experience.
The ideal candidate will possess strong analytical , communication, and problem-solving skills to deliver high-quality IT support.
  Key Responsibilities: ·        Provide remote technical support for laptops, desktops, LAN issues, applications, and mobile devices.
·        Handle incident management , service requests, and troubleshooting via telephone, web tickets, chat, and email.
·        Diagnose and resolve issues related to Windows OS (XP-10), browsers, MS Office Suite, network connectivity, VPN, security, and encryption .
·        Perform registry fixes, patch upgrades, virus troubleshooting, and small form troubleshooting (iOS, Android, Windows) .
·        Own and resolve customer issues efficiently , ensuring a high level of service and satisfaction.
·        Maintain accurate documentation of customer interactions and technical resolutions.
·        Ensure adherence to Service Level Agreements (SLAs) and ITIL best practices.
·        Escalate unresolved incidents as per company processes.
·        Work in rotational shifts to provide 24/7 support .
Requirements ·        12-18 months of experience in a busy ICT Service Desk environment.
·        Strong analytical and problem-solving skills with the ability to troubleshoot and resolve complex technical issues.
·        Knowledge of ITIL best practices and service management.
·        Experience with basic networking, OS troubleshooting, security protocols, and system diagnostics .
·        Excellent verbal and written communication skills in German & English .
·        Ability to multitask, prioritize workloads, and work under pressure .
·        Strong customer service orientation , with a proactive and patient approach.
If you are passionate about IT support and fluent in German, apply now and take the next step in your career!