Language skills: Spanish, English Manage Handling IT requests and incidents, including identification, documentation, categorization, and prioritization, as well as providing initial support according to defined procedures to ensure service quality. Support the end-user through telephone and remote support tools. Analyze from problems and providing initial solutions or workarounds for end-user requests and incidents. Capture from requests and incidents in a standardized ITSM platform. Ensure the correct categorization and prioritization of incoming requests. Forward from tickets to other support groups, when necessary, to ensure resolution. Perform from service requests, such as password resets. Communicate and Escalate from problems to functional or hierarchical positions as needed. Document the work carried out and continuous Update the knowledge base. Solve of complaints and escalations, if possible. Communicate with other departments and Forward relevant information completely and in a timely manner. Compliance of the company's and the customer's internal regulations and work instructions. Experience in SD/Customer Support Proactive and open communication Troubleshooting Office 365 Windows Clients (7, 8, 10) Understanding Active Directory Understanding Azure AD Understanding Group Policy Basic knowledge in network management 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