Overview
language skills: portuguese, spanish, english.
responsibilities
* manage it requests and incidents, including identifying, documenting, categorizing, prioritizing and providing initial support according to established procedures to ensure service quality
* supporting 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.
* ensure 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 support
* proactive and open communication
* troubleshooting in office 365
* windows clients (7, 8, 10)
* understanding active directory
* understanding azure ad
* understanding of group policies
* basic knowledge of network management
qualifikationen (german)
* erfahrung im sd/customer support
* proaktive und offene kommunikation
* fehlerbehebung in office 365
* windows-clients (7, 8, 10)
* verständnis von active directory
* verständnis von azure ad
* verständnis von gruppenrichtlinien
* grundlegendes wissen im netzwerkmanagement
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