1st and 2nd level support

Beschreibung

2 positions
1st level support
2nd level support
Remote (Germany)
3 months +

Responsibilities:
• Provide first line support and second line for our employees regarding access requests
• Diagnose and tackle technical issues, including account setup and application configurations
• User management and Role-Based Access Control (RBAC)
• Provide timely and accurate feedback to customers
• Refer to internal knowledge base and or external resources to provide accurate tech solutions
• Support and troubleshoot Jira, Confluence, Sharepoint and , MS Teams, 3rd party access tools
• Conduct user-training and help-sessions for new features or implementations
• Migrating people/projects from other tools to JIRA/Confluence
• Create and provide administration support for Confluence spaces
• Audit accounts disabling those no longer in use

Requirements:
• Experienced in incident management, SLAs, escalations, etc (1-2 years)
• Accurately escalate issues to appropriate internal/external teams
• Administrator experience is desirable but not mandatory in supporting Jira, Confluence
• Ability to diagnose and solve technical issues
• Ability to provide step-by-step technical help, both written and verbal
• To be able to follow and assist with continual improvement of Documentation and Support Processes and Procedures
• Strong customer-service orientation.
• Ability to effectively prioritize tasks
• Familiar with Microsoft products like Outlook, MS Teams, One drive.
• Strong interpersonal and oral communication skills
• Ability to present ideas and solutions in user-friendly language
• Self-motivated, ability to identify and resolve issues with minimal oversight
• Keen attention to detail
• Skilled at working within a team-oriented, collaborative environment
• Fluency in English required
Personal qualities:
• Negotiation, organization and communication skills
• Team player
• Goal oriented person, able to push through in order to get things done
• Good communication skills