German Bilingual IT Support

Lennor Group; Taguig; Hybrid; PHP 279,000 - 502,000; Full time

Job summary

Lennor Metier Consulting in the Philippines partners with a multinational tech company to recruit a German bilingual IT Support specialist based in Taguig City. The role is hybrid with night shifts, serving as the first point of contact for users seeking technical assistance in German and English.

You will diagnose and resolve hardware and software issues, manage tickets, onboard new employees, and contribute to knowledge base improvements while delivering exceptional customer service and

Qualifications

• Fluency in German and English required.
• Experience in an IT support or similar role.
• Strong knowledge of Windows OS and MS Office.
• Familiarity with ITIL processes and ticketing systems.
• Basic networking concepts understanding.

Responsibilities

• Act as the first point of contact for users seeking technical assistance via phone, email, or chat.
• Provide support in German and English to ensure seamless communication with users.
• Log and track all requests and incidents in the ticketing system with accurate documentation.
• Diagnose and resolve hardware and software issues, including OS, applications, and connectivity.
• Assist in onboarding new employees by setting up accounts and hardware.
• Monitor service desk performance metrics to meet SLAs and identify recurring issues.
• Maintain and update knowledge base articles to improve service delivery.

Skills

German language

English language

IT support experience

Windows OS

Microsoft Office

Ticketing systems

ITIL knowledge

Customer service

Tools

ServiceNow

Remote desktop tools

VPN clients

Job description

Our brand, Lennor Metier Consulting, a DOLE-licensed headhunting and recruitment agency in the Philippines, is proud to partner with a multinational tech company in their search for a German Bilingual IT Support based in Taguig City.

Salary Range: Open Salary

Work Setup: Hybrid

Shift Schedule: Night Shift

Location: Taguig City

The role

We are seeking a highly motivated and customer-focused IT Support fluent in German to join our team. The ideal candidate will serve as the first point of contact for users seeking technical assistance and will play a key role in ensuring smooth IT operations across the organization. This position requires excellent problem-solving skills, strong communication abilities, and a commitment to delivering exceptional service.

Your Responsibilities

• User Support:
  • Act as the first point of contact for users seeking technical assistance via phone, email, or chat.
  • Provide support in German and English to ensure seamless communication with users.
• Ticket Management:
  • Log and track all incoming requests and incidents in the ticketing system, ensuring accurate and detailed documentation.
  • Basic Service now knowledge required.
  • Monitor ticket progress and ensure timely updates to users.
• Issue Diagnosis and Resolution:
  • Diagnose and resolve hardware and software issues, including operating systems, applications, and network connectivity.
  • Provide guidance for IT-related inquiries such as password resets, account unlocks, and software installations.
  • Escalate complex issues to appropriate technical teams when necessary and follow up to ensure resolution.
• Knowledge Management:
  • Maintain and update knowledge base articles and documentation to improve service delivery and enable user self-service options.
• Onboarding Support:
  • Assist in onboarding new employees by setting up accounts, configuring hardware, and providing initial training on IT systems and tools.
• Performance Monitoring:
  • Monitor and manage service desk performance metrics to ensure service level agreements (SLAs) are met.
  • Identify trends and recurring issues to recommend improvements in processes.
• Continuous Improvement:
  • Participate in initiatives aimed at enhancing service desk processes and user experience.
  • Stay updated with the latest IT tools and technologies to provide the best support.

What We're Looking For

• Fluency in German and English (both written and spoken) is mandatory.
• Proven experience in an IT Support or similar technical support role.
• Strong knowledge of Windows operating systems, Microsoft Office Suite, and common IT tools.
• Familiarity with ticketing systems and ITIL processes.
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, VPN).
• Excellent problem-solving and troubleshooting skills.
• Strong interpersonal and communication skills with a focus on customer service.
• Ability to work independently and collaboratively in a fast-paced environment.