Technical Support Specialist with German Language Skills

2 miesięcy temu

Opolska Kraków, Polska HCLTech Pełny etat

Job Summary

We are seeking a highly skilled Technical Support Agent with German language proficiency to join our team at HCLTech. As a Technical Support Agent, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities

  • Manage user accounts across various applications and platforms, including Windows, Active Directory, and Exchange.
  • Create and administer LAN accounts, Global Groups, email accounts, and shared resources for new users.
  • Standardize network resources and grant permissions as per client requirements.
  • Set up servers according to client standards and grant permissions.
  • Ensure customers have the necessary access to tools for efficient business support.
  • Perform System Administrator duties for User Account Maintenance and Incident Management Systems.
  • Develop and maintain Knowledge Base for User Account Maintenance Procedures.

Requirements

  • Fluent English (B2 level) and German language skills (B2/C1 level).
  • Good communication and conversation skills.
  • Great customer handling skills and resourcefulness.
  • Ability to ensure high customer satisfaction and acceptance.
  • Personal dedication to providing high-quality service.
  • Ability to integrate as a cross-functional team player in a fast-paced environment.
  • Ability to acquire new information quickly.

Technical Requirements

  • Working knowledge of applications across multiple platforms.
  • Understanding of ITIL processes.
  • Experience in UNIX/Mac environment.
  • Working knowledge of ticketing systems for incident management.
  • Ability to define and implement processes as needed.
  • Ability to conduct Root Cause Analysis.
  • Ability to provide hardware/software/network problem diagnosis/resolution via telephone.
  • Familiarity with creating user accounts for Active Directory, Exchange mailboxes, and distribution lists.
  • Knowledge of VPN and remote dial-in users.
  • Knowledge of Active Directory, Windows operating system, and ITSM ticketing tools.

Education and Certification

  • Total: 3-4 years of higher education (B.Sc. or diploma).
  • Relevant: 2-3+ years of help desk/desk side, customer service, and support experience.
  • MCP/MCSE/MCSA preferred.
  • ITIL knowledge, especially on Service Desk, Incident, Problem, and Change Management, preferred.

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