Overview Language skills: Portuguese, Spanish, English. Responsibilities Manage IT requests and incidents, including identifying, documenting, categorizing, prioritizing and providing initial support according to established procedures to ensure service quality Supporting end users through telephone and remote support tools. Analyze issues and provide initial solutions or workarounds for end-user requests and incidents. Capture requests and incidents in a standardized ITSM platform. Ensure the correct categorization and prioritization of incoming requests. Routing tickets to other support groups when necessary to ensure resolution Performing service requests, such as resetting passwords Communicating and escalating issues to functional or hierarchical departments as required. Documenting the work performed and continuously updating the knowledge base. Resolving complaints and escalations where possible. Communicating with other departments and forwarding relevant information in a complete and timely manner. Compliance with internal regulations and work instructions of the company and the customer. Qualifications (English) Experience in SD/Customer Support Proactive and open communication Troubleshooting in Office 365 Windows clients (7, 8, 10) Understanding Active Directory Understanding Azure AD Understanding of group policies Basic knowledge of network management Qualifikationen (German) Erfahrung im SD/Customer Support Proaktive und offene Kommunikation Fehlerbehebung in Office 365 Windows-Clients (7, 8, 10) Verständnis von Active Directory Verständnis von Azure AD Verständnis von Gruppenrichtlinien Grundlegendes Wissen im Netzwerkmanagement #J-18808-Ljbffr