Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Part Time/Full Time
- Contract Type
- Permanent employment
- Location
- Neustadt an der Aisch
- Working Model
- Hybrid, Onsite
Job Summary
In the 1st Level Support, you are the first point of contact for technical issues like VPN connections or Citrix applications, documenting incidents to resolve them immediately or escalate them as needed.
Job Technologies
Your role in the team
- As an IT Support Technician (m/f/d), you will be engaged in 1st Level Support and serve as the first point of contact for our customers regarding technical questions and issues in the areas of network and security, Citrix applications, MS Office, and other hardware and software topics.
- In the User Help Desk, it is your task to handle disturbance reports professionally, i.e., you document the problem by creating a new ticket and, after a brief analysis, decide whether you can resolve the issue yourself or if you need to escalate the ticket to another department or the 2nd level support.
- Ideally, it is one of the typical 1st level issues, such as a forgotten password, no connection to the VPN, or similar hardware and software problems, so that you can directly resolve the issue or provide the user with a solution and explain it clearly.
- When resolving less common issues, you actively work with our knowledge database and report or coordinate the further course of action if it is a Major Incident.
- In addition, you challenge yourself with your colleagues to achieve KPIs and ensure compliance with SLAs.
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Our expectations of you
Qualifications
- As an IT Support Employee (m/f/d) 1st Level, helpfulness comes naturally to you. You enjoy supporting others, solving problems, and are absolutely passionate about IT.
- You can adapt flexibly to different problems and conversation partners, remaining calm and confident in every situation.
- You enjoy demonstrating your friendly and communicative nature in both German and English; if you also speak Italian, we are highly impressed.
Experience
- If you already have some experience in consulting or customer support, e.g., in a call center, even better.
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Benefits
Health, Fitness & Fun
Work-Life-Integration
More net
Job Locations
This is your employer
HWS Gruppe
Since 2000, the HWS Group has asserted itself through its principle - we are the spearhead of our customers! In an increasingly complex IT world, we are the agile partner for our customers who recognizes trends and risks at an early stage and always keeps the customer's IT landscape up to date.
Description
- Founding year
- 2000
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
IT Support Mitarbeiter 1st Level
- Location
- Neustadt an der Aisch
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
