Technical Support Specialist (German Speaking)

Intro

Your Job

• You will diagnose and resolve our corporate clients’ technical issues over the phone, email and online chat in the areas of system configurations, product functionality and bugs/enhancements.
• You create support tickets and process them to final resolution.
• You build personal customer relationships and focus on offering an awesome customer experience.
• You remain alert to messages from the incident notification system and inform the response team when incidents arise.
• You are responsible for the initial assessment of reported incidents to assign the most appropriate priority level to new tickets.
• You escalate issues and tickets so that they may be considered for immediate action, based on possible impact or SLA.
• You convey customer feedback to product development staff.
• You interact with other teams to provide comprehensive and high-quality support.
• You help in user education.
• You are happy to work in a global team that uses a follow-the-sun shift approach to provide 24/7 support to our customers.

Your Profile

• You have a vocational education in information technology.
• You have experience in IT support.
• You have excellent logical, analytical and problem-solving skills.
• You have a very high level of English AND German (both written and spoken).
• You are customer focused - must have good people skills, be friendly and helpful.
• You have experience in troubleshooting Windows Server issues using inbuilt Windows applications such as the Event Log Viewer, netstat, or other.
• You have a good understanding of IP Networking and protocols such as SMTP, DNS and HTTP.
• You have had mail server / email flow exposure and have a clear understanding as well as experience of mail flow.
• You are a quick learner and self-starter.

Bonus skills (nice to have):

• You have knowledge/experience with Hyper-V and/or VMware virtualization platforms.
• You have previous experience in network/system administration.
• You have a deep understanding of the Windows Server operating system (file system, registry, memory model, security model, process model).
• You have knowledge/experience with Microsoft VSS.
• You hold industry acknowledged certification of related technologies.
• You are conversant with Linux

Your Benefits

• Be part of a growing and ambitious team in an exciting cybersecurity industry.
• Unlimited contracts - we’re looking for hornets to grow long-term with us.
• 24 vacation days plus paid public holidays.
• Private health insurance and additional sick leave days.
• Pension plan and inflation compensation.
• Home-office option.
• Be-Active Bonus - allowance for fitness and sports club memberships.
• Temporary Employee Exchange Program - opportunity to work at global office locations (e.g. Berlin, Madrid, Reading).
• Team events like Laser Tag, Escape Rooms, or nights out together.
• Foodie Fridays and Monday Breakfast.