Multilingual Helpdesk Technician (German Speaking)

Stefanini North America and APAC; Pasay; On-site; PHP 240,000 - 320,000; Full time

Job summary

Stefanini North America and APAC in Metro Manila is seeking a proactive Technical Support Specialist to assist end users via phone, email, or web submissions and to perform maintenance actions as needed.

You will track incidents, follow standard procedures, and manage ticket queues, including P1/P2 prioritization. Candidates should have IT-related education and strong communication in English, with willingness to work flexible shifts.

Qualifications

• Bachelor's degree or vocational IT-related qualification is a plus.
• Minimum of two years in college or a Diploma/Certificate course.

Responsibilities

• Provide professional end-user support via telephone, email or web submissions.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Track incidents and calls by entering data into the database timely and accurately.
• Distribute tickets in the queue and monitor ageing tickets.
• Handle P1/P2 tickets requiring immediate assistance.

Skills

Basic hardware knowledge

Basic software knowledge

Basic networking

English language

German language

Call handling

Troubleshooting PC hardware/software

Outlook support experience

BPO experience in Technical Support

Shift flexibility

Education

Bachelor's degree or IT-related diploma

Job description

• Provide professional end-user support via telephone, email or web submits.
• Provide restorative or maintenance actions to resolve end-user problems.
• Responds to end-user problems based on standard procedures.
• Track incidents and calls, including but not limited to, entering data into the database timely and accurately.
• Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.
• Process P1/P2 tickets - Issue that needs immediate assistance

Details

• Provide professional end-user support via telephone, email or web submits.
• Provide restorative or maintenance actions to resolve end-user problems.
• Responds to end-user problems based on standard procedures.
• Track incidents and calls, including but not limited to, entering data into the database timely and accurately.
• Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.
• Process P1/P2 tickets - Issue that needs immediate assistance

Job Requirements

Details

• Bachelor's degree or vocational in IT-related courses is a plus.
• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.

Required skill(s)

• Basic hardware knowledge
• Basic software knowledge
• Basic networking
• Average written and spoken communication skills in one or more languages including but not limited to English and German.
• Able and willing to take several calls a day when necessary.
• Familiarity and good working knowledge in PC hardware and software troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Shift flexibility and schedule adherence are required for the position.