Desktop support Engineer

Job Title: L1 Engineer (First-Line Support Technician)

Location: Berlin
Department: IT Support / Technical Support
Language: German & English

Other requirement:German Driving license 
 

Job Overview:

We are looking for a highly motivated and customer-oriented L1 Engineer to provide first-line technical support to our users. The successful candidate will act as the initial point of contact for technical issues related to hardware, software, and system configurations, helping users resolve basic technical problems while ensuring high levels of satisfaction. In this role, you will be responsible for troubleshooting and escalating more complex issues to higher support levels (L2/L3) and ensuring timely resolution of technical challenges.

Key Responsibilities:

• Provide First-Line Support: Offer support to users encountering technical issues with operating systems, hardware, software applications, and network-related problems.
• Basic Troubleshooting: Perform diagnostics to resolve routine issues such as software malfunctions, system access problems, and peripheral hardware issues.
• Escalate Issues: Identify and escalate unresolved or complex issues to the appropriate higher-level support teams (L2/L3) for further investigation and resolution.
• Request Management: Respond to incoming support requests through various channels (phone, email, ticketing system), ensuring a professional and timely resolution.
• Assist with System Access & Installations: Help users with system access issues, software installation, configuration, and ensure their systems are set up correctly.
• Documentation: Maintain accurate records of issues, resolutions, and troubleshooting steps in the ticketing system, providing clear and thorough updates.
• Follow-up: Ensure user satisfaction by following up on resolved issues to confirm resolution and maintain high customer satisfaction.
• Collaboration: Work with other technical teams to ensure smooth resolution of issues and effective support across departments.

Requirements and Skills:

• Education:
  • Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Experience:
  • Previous experience in a technical support or customer service role, ideally with exposure to technical troubleshooting in an IT environment.
• Technical Skills:
  • Basic knowledge of operating systems (Windows, macOS, Linux).
  • Familiarity with hardware (PCs, printers, peripherals) and software applications (Office suites, business applications).
  • Understanding of network fundamentals (DNS, IP addressing, etc.) and basic troubleshooting tools.
  • Experience with remote support tools and troubleshooting techniques is a plus.
• Language Requirements:
  • Proficiency in German (mandatory) with the ability to communicate clearly, both verbally and in writing.
• Key Competencies:
  • Problem-Solving: Strong analytical and troubleshooting skills to resolve basic technical issues efficiently.
  • Communication Skills: Excellent verbal and written communication abilities to interact effectively with users in a professional and clear manner.
  • Customer Service Orientation: A user-friendly, empathetic approach to resolving technical issues, ensuring positive user experiences.
  • Detail-Oriented: Exceptional attention to detail in diagnosing problems and documenting solutions.
  • Teamwork: Ability to collaborate with other technical teams to facilitate smooth problem resolution.

Preferred Qualifications:

• Experience with ticketing systems (e.g., ServiceNow, Zendesk).
• Exposure to cloud computing or virtualization technologies (e.g., VMware, AWS).
• Familiarity with mobile device management (MDM) tools.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and dynamic work environment.

If you are passionate about providing excellent customer support, solving technical problems, and working in a fast-paced environment, we invite you to apply and be a part of our growing IT support team!

Salary : $38,000 - $43,000