Service Desk Engineer - German

Job Overview

Duties & Responsibilities:

  • Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password
  • Deal with customer IT queries for first line support, using your judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
  • Monitor and update call logging system, ensuring customers receive top level service
  • Excellent understanding of PC hardware/software and be fully conversant with routed TCP/IP, Firewalls, LAN, WAN, VoIP and the Windows/Mac OSx operating systems.


Job Objectives:

Main Purpose:

  • To provide technical IT Service Desk analysis and solutions to clients.
  • Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password
  • Assess and resolve customer IT queries for First line support, using judgement and experience to diagnose and troubleshoot issues
  • Identify and escalate complicated or specialised situations requiring urgent attention
  • Monitor and update call logging system, ensuring customers receive top level service

Knowledge, Experience and Skills:

  • Fluency in Germany both written and oral is imperative
  • 3rd level IT related degree desirable
  • MCP and Microsoft software certification desirable
  • Excellent communication skills with the ability to support clients remotely
  • Experience in adhering to KPIs
  • Excellent time management skills and ability to work under time pressure
  • Base understanding of Microsoft Active Directory
  • Understanding of ITIL framework
  • Previous 1st Line experience

Key Contact

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