Technical Support-L1,2,3
Technical Support Analyst – German
Job Responsibilities
- Develop and maintains a complete understanding of our products and ongoing releases
- Customer liaison via phone, email or remote control
- Technical fault analysis & troubleshooting
- Answer calls and e-mails in line with team KPIs
- Keep customers (external and internal) informed of the status of their helpdesk issues
- Monitor performance of installed software and hardware products
- Respond quickly to urgent issues, escalating to product development team where required
- Provide training / create documentation as needed
- Occasional on-call by phone required
- Fluent German speaker
- Understanding of PC networking hardware/software concepts
- Knowledge of Windows 7 / 10 / Server 2012 standalone and in a network environment
- Familiarity with SQL / MS SQL server and databases
- Ability to perform root cause analysis and replicate and test problems in multiple environments
- Excellent verbal and written communication skills
- Excellent team Player
- Fluent English essential
Desired skills
- Familiarity with Citrix platform
- Experience with customer facing support
