Remote Technical Support

Summary

Join us as a Level 1 Support Specialist, where you'll handle incoming phone calls, resolve incidents, troubleshoot reported issues, and provide technical information to Level 2 support. You'll need 2+ years of experience in technical support, fluency in English and German, and knowledge of ITSM tools.

Requirements

• 2+ years of experience in technical support, particularly in handling phone calls, and creating and managing tickets using ITSM tools
• Fluency in English and German (spoken and written)
• Experience with ITSM tools (ServiceNow, JIRA, or Remedy)
• Basic knowledge of MS Office, Windows, and Linux
• Strong verbal and written communication skills to interact with internal users and coordinate with global teams
• Ability to follow SOPs and escalate when necessary
• Experience with other ITSM systems apart from ServiceNow
• Knowledge of basic server monitoring processes
• Familiarity with error logging procedures and tools

Responsibilities

• Handle incoming phone calls
• Create and manage tickets in the ITSM tool efficiently
• Resolve incidents according to standard operating procedures (SOPs)
• Assess and troubleshoot reported issues to determine their severity and required action
• Monitor business processes and alerts generated by monitoring tools to identify and address potential issues promptly
• Provide detailed technical information to Level 2 support during escalation processes
• Ensure clear and timely communication with customers regarding their ticket status and resolutions