Overviewlanguage skills: spanish, englishresponsibilitiesmanage it requests and incidents, including identifying, documenting, categorizing, prioritizing and providing initial support according to established procedures to ensure service qualitysupporting end users through telephone and remote support tools.analyze issues and provide initial solutions or workarounds for end-user requests and incidents.capture requests and incidents in a standardized itsm platform.ensuring the correct categorization and prioritization of incoming requests.routing tickets to other support groups when necessary to ensure resolution.performing service requests, such as resetting passwords.communicating and escalating issues to functional or hierarchical departments as required.documenting the work performed and continuously updating the knowledge base.resolving complaints and escalations where possible.communicating with other departments and forwarding relevant information in a complete and timely manner.compliance with internal regulations and work instructions of the company and the customer.qualifications (english)experience in sd/customer supportproactive and open communicationtroubleshooting in office 365windows clients (7, 8, 10)understanding active directoryunderstanding azure adunderstanding of group policiesbasic knowledge of network managementqualifikationen (deutsch)erfahrung im sd/customer supportproaktive und offene kommunikationfehlerbehebung in office 365windows-clients (7, 8, 10)verständnis von active directoryverständnis von azure adverständnis von gruppenrichtliniengrundlegendes wissen im netzwerkmanagement#j-*-ljbffr