Job Title: Technical Support Engineer (German Language)
Client: HCL
Payroll: TECEZE
Work Type: Remote / Full-time
Service Hours: German Business Hours (8:00 AM – 5:00 PM CET / 11:30 AM – 8:30 PM IST)
Job Summary:
We are seeking a skilled and customer-oriented Remote Technical Support Engineer with C1-level proficiency in German and strong English communication skills.
The ideal candidate will have experience providing technical support to end-users in a remote setup, ensuring quick and effective resolution of hardware, software, and network-related issues.
Key Responsibilities:
- Provide L1/L2 remote technical support to end-users across global locations.
- Troubleshoot and resolve hardware, software, and networking issues on laptops, desktops, and mobile devices.
- Manage and resolve support tickets efficiently using ITSM or ticketing systems (e.g., ServiceNow, Remedy).
- Assist users with issues related to Windows OS, MS Office Suite, and common business applications .
- Communicate technical information clearly to non-technical users, ensuring high customer satisfaction.
- Collaborate with cross-functional teams to escalate and resolve complex issues promptly.
- Maintain detailed documentation of technical issues and solutions provided.
- Contribute to knowledge base updates and process improvements.
Required Skills and Qualifications:
- C1-level proficiency in German (spoken and written).
- Good Business English communication skills (spoken and written).
- 2–3 years of experience in remote technical support roles (L1/L2 preferred).
- Strong understanding of Windows operating systems , MS Office , and basic networking concepts .
- Familiarity with ITSM tools such as ServiceNow, Remedy, etc.
- Excellent interpersonal and customer service skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and as part of a distributed global team.
- Experience working with enterprise clients or in a multilingual, multicultural environment is an added advantage.
Additional Details:
- MSA/SOW Status: MSA signed
- Shift Timing: 11:30 AM – 8:30 PM IST (aligned to German business hours)