
IT Support First Level
4 weeks ago
Language skills: Mandarin, English
Responsibilities- Manage IT requests and incidents, including identifying, documenting, categorizing, prioritizing and providing initial support according to established procedures to ensure service quality
- Supporting end users through telephone and remote support tools.
- Analyze issues and provide initial solutions or workarounds for end-user requests and incidents.
- Capture requests and incidents in a standardized ITSM platform.
- Ensure the correct categorization and prioritization of incoming requests.
- Routing tickets to other support groups when necessary to ensure resolution
- Performing service requests, such as resetting passwords
- Communicating and escalating issues to functional or hierarchical departments as required.
- Documenting the work performed and continuously updating the knowledge base.
- Resolving complaints and escalations where possible.
- Communicating with other departments and forwarding relevant information in a complete and timely manner.
- Compliance with internal regulations and work instructions of the company and the customer.
- Experience in SD/Customer Support
- Proactive and open communication
- Troubleshooting in Office 365
- Windows clients (7, 8, 10)
- Understanding Active Directory
- Understanding Azure AD
- Understanding of group policies
- Basic knowledge of network management
- Erfahrung im SD/Customer Support
- Proaktive und offene Kommunikation
- Fehlerbehebung in Office 365
- Windows-Clients (7, 8, 10)
- Verständnis von Active Directory
- Verständnis von Azure AD
- Verständnis von Gruppenrichtlinien
- Grundlegendes Wissen im Netzwerkmanagement
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