Technical Customer Support (m/f/d)

We are looking for a dedicated and service-oriented Technical Customer Support Specialist (MCS) to assist our customers with their day-to-day IT operations and ensure everything runs smoothly. If you enjoy working in a structured manner, thrive on technical challenges, and enjoy direct contact with users, this is the perfect role for you. In this position, you will be the first point of contact for IT inquiries and will ensure high customer satisfaction by providing quick and efficient solutions. Responsibilities Handling IT calls and incidents, including identification, documentation, categorization, prioritization, and initial support Ensuring service quality for customers based on established procedures Providing support to end users via phone and remote support tools; analyzing incoming issues and requests, and providing first-level support, including problem identification Implementing solutions or workarounds for end-user issues and requests Logging calls and incidents in a defined standard platform / ITSM tool Correct categorization and prioritization of incoming calls Involvement of additional support teams as needed by forwarding tickets in the ITSM tool Processing service requests, such as password resets Communicating and escalating issues at the functional (n-level support) or hierarchical (supervisor) level Continuous documentation of work performed Ongoing updating of the knowledge base Communicating and, where possible, resolving complaints and escalations Communication with all departments as needed Accurate, complete, and timely sharing of information Compliance with the internal regulations and work processes of the company and the client Qualifications Experience in a service desk or customer support role Proactive and open communication style Knowledge of Office 365 troubleshooting Experience with Windows clients, particularly Windows 10 and Windows 11 Understanding of Active Directory Understanding of Azure AD Understanding of Group Policy Basic knowledge of network management Structured and reliable work style Service-oriented mindset and enjoyment of working with end users Solution-oriented thinking and the ability to implement workarounds Good command of German and basic written and spoken English #J-18808-Ljbffr