-Processing incoming support calls, creating the corresponding tickets and documenting any support activities
- Analysing, classifying and eliminating any software and hardware failure in the IT environment
- Reaching decisions regarding the escalation of incidents to other internal departments (second level support), field service technicians or external partners as well as tracking troubleshooting
- Supporting installations, data backups and on-site technicians via remote access
- Supporting the development of improvements in the software and hardware used as well as the existing Help Desk processes
- Developing new technologies, procedures and processes for bug fixing and document-ing them in our knowledge database
- Solid IT knowledge
- An excellent command of the German and English language
- Willingness to work early and late shifts also on Sundays and bank holidays
- Good comprehension and willingness to learn about new IT solutions
- Team spirit, fairness, respect for others