Technical Support Analyst

3 days ago


القاهرة, Egypt Envision Employment Solutions Full time

Envision Employment Solutions is currently looking for Technical Support Analyst (German Speaking) for one of our partners, a global leader in consulting, digital transformation, technology and engineering services.

**Responsibilities**:

- Uphold exceptional customer service standards, following Capgemini's quality guidelines.
- Leverage the Intelligent Service Center by gathering user information, accurately logging incidents and service requests in our ticketing tool.
- Diagnose, troubleshoot, and resolve user technical issues efficiently, adhering to SLA standards. When needed, escalate complex issues to the appropriate resolution team.
- Maintain vigilance by monitoring the ticketing tool queue to ensure prompt issue resolution.
- Collaborate with the Incident Manager on high-priority issues.
- Demonstrate proactive ownership and ongoing monitoring of the entire support process (end-to-end).
- Become an expert in utilizing our various support tools, including automation software.

**Requirements**:

- Bachelor’s degree in computer science or a related field.
- Solid understanding of IT concepts and technologies.
- Exceptional communication skills in German, both written and verbal.

**Benefits**:

- Competitive Salary based on experience
- Social and medical insurance
- Learning, development and career progression



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