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
