Operations Support Engineer (Fluent German)

Overview

My Dublin based client is recruiting for an Operations Support Engineer to join their existing team. The Operations Support Engineer will need to be fluent in the one of the following languages German, Spanish, French or Polish.

Fluent to a professional standard in English and one or more of the following languages: German

• Preferably 1-2 years’ experience in a similar IT Support engineer role though not mandatory
• A keen Interest in IT, technology updates and personal computing
• Excellent communication skills both written and verbal
• Strong listening and questioning skills combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
• An excellent problem solver with strong analytical skills and the ability to think logically
• Ability to work to SLA’s in a fast-paced environment
• Strong customer-service focus
• Ability to deal with complex customer issues in an effective manner
• Self-motivated and uses initiative to see tasks through to completion
• Ability to prioritise your workload effectively
• Be responsible for and manage own caseload while working well in a team

Duties

Troubleshooting system problems – diagnosing and solving hardware or software faults

• Talking clients through a series of actions, over instant messaging or voice call, to resolve issues
• Guiding users through a reinstall of an operating system
• Applying software fixes
• Troubleshooting with end user
• Updating drivers to solve customer issues
• Logging customer queries
• Analysing logs to spot trends and underlying issues
• Escalating issues when necessary
• Ensuring that the ticket history is fully documented in our CRM system
• Identifying and highlighting any gaps or omissions in processes or documentation
• Ordering & guiding user through replacing parts as required
• Supporting the roll-out of new applications
• Working continuously on a task until completion (or referral to third parties, if appropriate)
• Prioritising and managing many open cases at one time