Multilingual Technical Support Executive
4 days ago
Sabenza IT & Recruitment is seeking a Senior IT Support Specialist to join our dynamic Service Desk team. This role involves providing first-line technical support, troubleshooting, and service restoration to ensure optimal system performance and user experience.
Key Responsibilities:
- Deliver remote technical support for laptops, desktops, LAN issues, applications, and mobile devices.
- Manage incident management, service requests, and troubleshooting via telephone, web tickets, chat, and email.
- Carry out registry fixes, patch upgrades, virus troubleshooting, and small form factor troubleshooting (iOS, Android, Windows).
- Own and resolve customer issues efficiently, ensuring a high level of service and satisfaction.
- Maintain accurate documentation of customer interactions and technical resolutions.
- Comply with Service Level Agreements (SLAs) and ITIL best practices.
- Elevate unresolved incidents as per company processes.
- Work in rotational shifts to provide 24/7 support.
- Minimum 12-18 months of experience in a busy ICT Service Desk environment.
- Strong analytical and problem-solving skills with the ability to troubleshoot and resolve complex technical issues.
- Knowledge of ITIL best practices and service management.
- Experience with basic networking, OS troubleshooting, security protocols, and system diagnostics.
- Excellent verbal and written communication skills in German & English.
- Able to multitask, prioritize workloads, and work under pressure.
- Strong customer service orientation, with a proactive and patient approach.
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