IT Specialist (L2 Support) with German

Daily Activities: 

• Manage user accounts across applications running on various platforms (e.g. Windows, Active Directory, Exchange) 
• Create and administer LAN accounts, Global Groups, email accounts for new users 
• Create and administer various shared resources (e.g. distribution lists, directories, shared email accounts, shared calendars and conference rooms) 
• Standardize network resources as per client requirements and grant permissions on them 
• Set up servers as per the client standards and grant permissions on them 
• Ensure that customers have the appropriate access to the tools necessary to support their business in an efficient way 
• Perform a role of a System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping 
• Perform development and maintenance of Knowledge Base for the User Account Maintenance Procedures

Soft Skills: 

• Good communication and conversation skills (both verbal and written) 
• Fluent German and English (min C1), any other European language nice to have 
• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations 
• Ability to ensure high level of customer satisfaction and acceptance 
• Personal dedication to providing high quality service. Ability to finish what is started is a must 
• Desire to reinforce HCL’s values and methodology 
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared 
• Ability to acquire new information quickly and the willingness to do so at all times 

Technical Requirements: 

• Working knowledge of applications running across multiple platforms (e.g. Windows, Exchange) 
• Understanding of ITIL processes 
• Experience in UNIX/Mac environment 
• Working knowledge of ticketing system for incident management 
• Ability to define processes and implement them as per need 
• Ability to conduct Root Cause Analysis 
• Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone 
• Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists 
• Knowledge of VPN and remote dial-in users 
• Knowledge of Active Directory, Exchange 2003/2007, Windows operating systems (servers: Windows 2000, Windows 2003, Windows 2008; clients: Windows7, Windows Vista, Windows XP, Windows 2000), Mac OS, OS X 
• Knowledge of ITSM ticketing tools (e.g. Remedy, HP Service Center, Peregrine Service Center, SNOW) 

Years of Experience: 

• Total: 3-4 years of higher education (B.Sc. or diploma) 
• Relevant: 2-3+ years of help desk/desk side, customer service, and support experience; experience with solving hardware related problems  
• Certification Requirements: 
• MCP/MCSE/MCSA preferred 
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

We offer: 

• Life insurance 
• Private healthcare 
• MultiSport Card 
• Clear career path in a growing multinational organization