German-Speaking 1st/ 2nd Line Support

Jumar Solutions Ltd
£22k - £27k pa
06 Nov 2017
08 Dec 2017
Contract Type
Full Time

A German-speaking 1st/ 2nd Line Support Engineer is required to join a globally recognised organisation based in Manchester, providing technical support to internal users across the UK and Europe.

Role Responsibilities

  • Provide 1st & 2nd line technical support to the business via phone, walk-ups, email and a ticket management platform.
  • Requests managed for European customers as well as offering support to global customers when calls are routed from the US help desk team.
  • Escalation of incidents to European 2nd & 3rd line support staff team members.
  • Ticket management and ownership with root cause analysis when appropriate.
  • Provide 1st line support for Enterprise applications including Oracle, Agile, Siebel and QlikView escalating incidents and liaising with third party support where appropriate.
  • Adherence to Service Level Agreement time lines and requirements.

Your Experience

  • Fluent or advanced level communication in written and spoken German.
  • Typically requires a Degree in Computing or related field + relevant time earning industry experience OR relevant time earning industry experience through formal training via apprenticeship scheme or similar.
  • ITIL Foundation v3 2011 qualification desirable.
  • Microsoft certifications desirable,

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