As a Level 1 Support Specialist, you will be responsible for:
- Handle incoming phone calls, creating and managing tickets in the ITSM tool efficiently.
- Resolve incidents according to standard operating procedures (SOPs).
- Assess and troubleshoot reported issues to determine their severity and required action.
- Monitor business processes and alerts generated by monitoring tools to identify and address potential issues promptly.
- Provide detailed technical information to Level 2 support during escalation processes.
- Ensure clear and timely communication with customers regarding their ticket status and resolutions.
- 2+ years of experience in technical support, particularly in handling phone calls, and creating and managing tickets using ITSM tools.
- Fluency in English and German (spoken and written).
- Experience with ITSM tools (ServiceNow, JIRA, or Remedy).
- Basic knowledge of MS Office, Windows, and Linux.
- Strong verbal and written communication skills to interact with internal users and coordinate with global teams
- Ability to follow SOPs and escalate when necessary.
- Experience with other ITSM systems apart from ServiceNow.
- Knowledge of basic server monitoring processes
- Familiarity with error logging procedures and tools
