Technical Support Agent with German

Daily Activities:

• Manage user accounts across applications running on various platforms (e.g. Windows, Active Directory, Exchange)

• Create and administer LAN accounts, Global Groups, email accounts for new users

• Create and administer various shared resources (e.g. distribution lists, directories, shared email accounts, shared calendars and conference rooms)

• Standardize network resources as per client requirements and grant permissions on them

• Set up servers as per the client standards and grant permissions on them

• Ensure that customers have the appropriate access to the tools necessary to support their business in an efficient way

• Perform a role of a System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping

• Perform development and maintenance of Knowledge Base for the User Account Maintenance Procedures

Soft Skills:

• Good communication and conversation skills (both verbal and written)

• Fluent English (min B2) is a must-have and any other language at a B2/C1 level ( GERMAN), 

• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations

• Ability to ensure high level of customer satisfaction and acceptance

• Personal dedication to providing high quality service. Ability to finish what is started is a must

• Desire to reinforce HCL’s values and methodology

• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared

• Ability to acquire new information quickly and the willingness to do so at all times

Technical Requirements:

• Working knowledge of applications running across multiple platforms (e.g. Windows, Exchange)

• Understanding of ITIL processes

• Experience in UNIX/Mac enviroment

• Working knowledge of ticketing system for incident management

• Ability to define processes and implement them as per need

• Ability to conduct Root Cause Analysis

• Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone

• Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists

• Knowledge of VPN and remote dial-in users

• Knowledge of Active Directory, Windows operating system, both Server and Client, Mac OS;

• Knowledge of ITSM ticketing tools (e.g. Remedy, ServiceNow etc.) 

Years of Experience:

• Total: 3-4 years of higher education (B.Sc. or diploma)

• Relevant: 2-3+ years of help desk/desk side, customer service, and support experience; experience with solving hardware related problems 

Certification Requirements:

• MCP/MCSE/MCSA preferred

• ITIL knowledge especially on Service Desk, Incident, Problem, and Change Management preferred