Technical Support Specialist (German Speaking)

Hornetsecurity; Cataluña; Presencial; EUR 28.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited contracts

Travel allowance 20 EUR/month

Home Office 2 days/week

Referral bonus

Health plan

Wellness / fitness allowance

Descripción de la vacante

Hornetsecurity in Barcelona is seeking a motivated Technical Support Specialist (German speaking) to join our 40 hours per week team. You will diagnose and resolve complex issues for corporate clients via phone, email and live chat.

You will create and manage support tickets, build relationships, and contribute to product improvements. A strong IT background and fluent English and German are essential; you will work in a global follow-the-sun environment to deliver 24/7 support.

Formación

• Vocational IT education and hands-on IT support experience.
• Strong logical, analytical and problem-solving abilities.
• Fluent English and German, both written and spoken.
• Customer-focused with good people skills.

Responsabilidades

• Diagnose and resolve technical issues for corporate clients by phone, email, and chat.
• Create and manage support tickets to final resolution.
• Build relationships and provide excellent customer experience.
• Assess incidents and assign priorities; escalate as needed.
• Convey feedback to product development and other teams.
• Assist in user education and support the follow-the-sun model.

Conocimientos

IT support

Problem solving

Customer service

English & German

Networking basics

Educación

Vocational IT education

Herramientas

Windows Server

Event Log Viewer

netstat

DNS

Descripción del empleo

For our location in Barcelona we are looking for a motivated Technical Support Specialist (German speaking) for 40 hours/week to start immediately or as soon as possible.

Your Job

• You will diagnose and resolve our corporate clients’ technical issues over the phone, email and online chat in the areas of system configurations, product functionality and bugs/enhancements.
• You create support tickets and process them to final resolution.
• You build personal customer relationships and focus on offering an awesome customer experience.
• You remain alert to messages from the incident notification system and inform the response team when incidents arise.
• You are responsible for the initial assessment of reported incidents to assign the most appropriate priority level to new tickets.
• You escape issues and tickets so that they may be considered for immediate action, based on possible impact or SLA.
• You convey customer feedback to product development staff.
• You interact with other teams to provide comprehensive and high-quality support.
• You help in user education.
• You are happy to work in a global team that uses a follow-the-sun shift approach to provide 24/7 support to our customers.

Your Profile

• You have a vocational education in information technology.
• You have experience in IT support.
• You have excellent logical, analytical and problem-solving skills.
• You have a very high level of English AND German (both written and spoken).
• You are customer focused - must have good people skills, be friendly and helpful.
• You have experience in troubleshooting Windows Server issues using inbuilt Windows applications such as the Event Log Viewer, netstat, or other.
• You have a good understanding of IP Networking and protocols such as SMTP, DNS and HTTP.
• You have had mail server / email flow exposure and have a clear understanding as well as experience of mail flow.
• You are a quick learner and self-starter.

Bonus skills (nice to have):

• You have knowledge/experience with Hyper-V and/or VMware virtualization platforms.
• You have previous experience in network/system administration.
• You have a deep understanding of the Windows Server operating system (file system, registry, memory model, security model, process model).
• You have knowledge/experience with Microsoft VSS.
• You hold industry acknowledged certification of related technologies.
• You are conversant with Linux

Your Benefits

• Be part of a growing and ambitious team in an exciting cybersecurity industry.
• Unlimited contracts - we're looking for hornets to grow long-term with us.
• Additional Sick Leave: The first 3 days of sick leave are fully paid by the company.
• Seniority plus: From the 3rd on and until the 25th year of employment with the company.
• Additional Health Plan: As healthy employees are important to us.
• Corporate benefits: We have made an agreement with various local outlets whereby you will benefit from % discount when presenting a confirmation that you are our employee. Let's go shopping!
• Health measures: We offer you flu vaccinations.
• Way to work Goodie: We offer you a travel allowance of 20 EUR per month
• Home Office Option for two days per week after onboarding
• Referral Bonus: we pay 1500€ for each referral who is successfully hired by us!
• Be-Active Bonus - we'll keep you healthy with an allowance for your membership in fitness and sports clubs.
• Temporary Employee Exchange Program - opportunity to work at global office locations (e.g. Berlin, Madrid, Reading).