Job description:

Skillset Minimum 5 yrs hands on experience as deskside/Onsite support/local IT engineer Experience in Providing Hands & feet Support for Network and Datacenter Equipment's/Devices Strong Microsoft Operating System installation(Win 7 & Win10) and troubleshooting skills Strong experience in troubleshooting MS office (Outlook, Word, Excel, PowerPoint etc.) Strong desktop support knowledge including hardware, software, and networking concepts Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds Basic understanding of Audio/Video equipment and conference room setup User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool. Escalations Troubleshoot and assist end users with mobile device setup, activations and performance issues. Handheld Blackberry, Android & IOS support knowledge Strong Customer service skills Strong written and verbal communication skills Good Understanding of ITIL processes Hand on Experience on ITSM tools like Service Now Mandatory Certification A+ Certified or Equivalent Certified Soft Skills - Excellent communication and conversation skills in German (Verbal and Written) - Good documentation skills - Good working knowledge of MS OFFICE (Including MS Project and Visio) - Should have a great customer handling skills - Able to handle unforeseen situations - High level of acceptance

• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.
• To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update and self development.
• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.