German Speaking: 1st Line Remote Systems Engineer Job Description Template
Our company is looking for a German Speaking: 1st Line Remote Systems Engineer to join our team.
Responsibilities:
- Meet client expectations in terms of quality of work and delivery to deadlines;
- Take ownership of incidents and manage through to resolution where possible;
- Logging and progressing services desk support tickets (incidents, service requests & changes) through MSP systems;
- Attend to pro-and reactive monitoring alerts in order to ensure minimum disruption to customers;
- Troubleshoot and resolve hardware and software related incidents based on Microsoft systems;
- Follow-up activities to resolution and to customer satisfaction;
- Produce information reports upon request;
- Deliver SLA-backed services remotely as part of the technical support offering;
- Build and maintain company`s reputation & customer relationships;
- Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with contracted SLAs;
- Action customer enquiries effectively in a timely fashion as per prescribed SLA;
- Provide remote 1st/2 nd line technical IT support.
Requirements:
- Proficiency in any other additional European based language(s) will be advantageous;
- Very strong technical understanding of current industry-leading technologies;
- Excellent communication and interpersonal skills;
- Driver’s license and/or access to transport during unsociable hours;
- 2+ years’ experience supporting Microsoft Systems; Desktop, Server, Office, etc;
- Matric or equivalent secondary education;
- Native German & Fluent in English;
- A desire for continuous learning and career development;
- SA citizen, permanent resident or right to employment in South Africa (Work Visa);
- 2+ years’ experience in an IT Service Desk environment providing 1 st line support;
- Customer relations skills; ability to understand and comprehend customer concerns and requirements;
- Ability to work as part of a team;
- Exposure to HP & Dell hardware technologies;
- 2+ years exposure to basic TCP/IP, LAN, WAN, SSL VPN troubleshooting.