i,- Good written and verbal communication skills in German and English;
i,- Excellent analytical, organizational and problem-solving skills;
i,- Excellent customer service mentality and communication skills;
i,- High quality standards, accuracy and risk awareness;
i,- Minimum 1 year of practical experience supporting and working with IT systems. i,- Provide 1st level support activities (installing operating system, talks with internet provider, interpret data from CMD);
i,- Ensure diagnostic, classification and assess priority and severity;
i,- Analysis, troubleshooting and resolution of incidents following incident management process, including escalation to 2nd, 3rd level and 3rd parties to ensure the fast restoration of services;
i,- Provide exceptional customer service, including timely and frequent updates on the status of the tickets and major incidents to requesters and stakeholders;
i,- Trigger and update problem management by correlating incidents and identifying patterns;