IT Support German Language

Sonata Software; Hyderabad, Chennai, Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Sonata Software in India is seeking a Level 1 IT Service Desk professional to assist German and English speaking users via phone, email, and chat, following ITIL-based processes. You will log and categorize incidents in Jira Service Management, diagnose common issues (Windows 11, Office 365, Active Directory), escalate when needed, and maintain knowledge articles.

The role requires strong communication, multitasking, and a customer-centric approach; shift coverage is required.

Qualifications

• Fluent German (C1/C2) required.
• Strong verbal and written communication in German and English.
• Experience in IT Service Desk, Help Desk, Technical Support, or Customer Support roles.
• Good understanding of ITIL-based support processes.
• Knowledge of Windows 11, Microsoft Office 365, Active Directory, Microsoft Teams, VPN and Remote Access Tools, basic networking.
• Experience with ticketing tools such as Jira Service Management.

Responsibilities

• Provide Level 1 IT Service Desk support to end users via phone, email, chat, and service management tools.
• Receive and handle incoming calls directly from German-speaking and English-speaking users.
• Log, categorize, prioritize, and track incidents and service requests in the ticketing system.
• Diagnose and resolve common IT issues related to Windows 11, Office 365, Outlook/Exchange, Citrix/VDI, Active Directory, printers, VPN, and networks.
• Escalate unresolved issues to Level 2/3 teams and maintain documentation of incidents/resolutions.
• Monitor tickets and provide timely updates; participate in shift coverage as required.

Skills

German C1/C2

Bilingual English & German

ITIL knowledge

Jira Service Management

Customer-focused communication

Tools

Jira Service Management

Job description

• Provide Level 1 IT Service Desk support to end users via phone, email, chat, and service management tools.
• Receive and handle incoming calls directly from German-speaking and English-speaking users.
• Log, categorize, prioritize, and track incidents and service requests in the ticketing system.
• Diagnose and resolve common IT issues related to:
• Windows operating systems
• Microsoft Office 365
• Outlook and Exchange
• Citrix and VDI troubleshooting
• Active Directory
• Password resets and account management
• Printers and peripheral devices
• Network and connectivity issues
• Distribution Lists/Shared Mail Box
• Follow established processes, SLAs, and support procedures.
• Escalate unresolved issues to appropriate Level 2/Level 3 support teams.
• Maintain accurate documentation of incidents, resolutions, and knowledge articles.
• Provide excellent customer service and ensure high user satisfaction.
• Monitor tickets proactively and provide timely updates to users.
• Participate in shift operations and support coverage as required.

Required Skills & Qualifications

• Fluency in German (C1/C2 level) is mandatory.
• Strong verbal and written communication skills in German and English.
• Experience in IT Service Desk, Help Desk, Technical Support, or Customer Support roles.
• Good understanding of ITIL-based support processes.
• Knowledge of:
• Windows 11
• Microsoft Office 365
• Active Directory
• Microsoft Teams
• VPN and Remote Access Tools
• Basic Networking Concepts
• Experience working with ticketing tools such as Jira Service Management
• Strong troubleshooting and analytical skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Customer-centric mindset with excellent interpersonal skills.