Job Summary

This role is responsible for delivering technical support in both German and English for Windows-based environments, ensuring timely and effective resolution of incidents and service requests. The individual will independently address user issues, perform root cause analysis, and contribute to knowledge management, directly impacting customer satisfaction and service quality.

Job Summary
The Technical Support Lead provides an advanced level of technical, investigational and customer support in English and other foreign languages for applications/hardware defined in the scope of the service delivery structure for various pharmaceutical clients. The role is responsible for identifying, troubleshooting and resolving customer problems by utilizing all technical resources available, while adhering to strict quality standards. The Technical Support Lead maintains deep expert knowledge on applications in scope, constantly strives to expand it and applies it in practice. The position acts as mentor and reference point for Tier I Service desk agents; participates in onsite visits to client locations and acts as front line IT expert for the client.
Principal Responsibilities: (Essential Function)
Technical troubleshooting
 Provide assistance to Tier I Service desk in daily production work
 Perform production work as required by Operations Manager
 Provide professional and timely expert support for all applications/hardware in scope
 Liaise closely with Service desk and Client teams during the case investigation, to collect further information and provide a suitable resolution to the user.
 Perform multiple remote sessions support simultaneously using the relevant client tools
 Act as an internal escalation point for Tier I analysts and assist with resolution of problems, issues, errors or other process related cases. Anticipate customer needs and proactively identifies solutions
 Plan, prioritize, organize and complete work to meet established objectives
Escalations management
 Promptly investigate calls escalated from the Tier I Service desk agents using the utilities and tools available.
 Escalate advanced customer issues to the respective Third party escalation teams as outlined in the respective process documentation.
 Regularly monitor and coordinate escalations to Third party teams. Triage incidents that require further investigation by working in collaboration with all Service desk teams, as well as with Management and Client teams.
 Handle potential outage situations, perform necessary steps to ensure the reported problem falls into the outage definitions, take respective actions in regards to the outage, and escalate accordingly as per the established procedures.
 Provide regular updates to all involved parties and act as a primary contact for requested outage information.

Testing, validation and continuous service improvement responsibilities
 Contribute to service delivery working practice and knowledgebase documentation. When necessary, assist in creating new documentation to describe activities / processes.
 Participate in testing and validation activities as outlined by Management and Client.
 Monitor, identify and analyze patterns and trends of incidents handled in order to identify potential opportunities for improvement and enhancement of processes and customer satisfaction.
 Identify best practices for handling certain incidents and work closely with the Service desk management to potentially implement those best practices.
 Participate in special projects, client events and visits, as outlined by management.
 Prepare ad-hoc and regular reporting upon Client request or upon Service desk Management request.

Key Responsibilities

1. Provide technical support for Windows-based systems by independently diagnosing and resolving incidents and service requests using ticketing tools, ensuring adherence to SLAs.
2. Communicate with end-users in both German and English to gather information, clarify issues, and deliver solutions, ensuring clear and effective support interactions.
3. Perform root cause analysis on recurring Windows issues utilizing diagnostic tools and system logs, and document findings in the knowledge base.
4. Update and maintain technical documentation and knowledge base articles related to Windows troubleshooting processes, contributing to continuous improvement.
5. Coach and train new analysts on Windows support protocols and effective communication in German and English, fostering team capability.
6. Ensure customer satisfaction by achieving First Call Resolution targets and minimizing ticket rejections and reopen cases through accurate problem resolution.

Skill Requirements

1. InDepth Knowledge Of Ticketing Platforms And Remote Support Tools 2. Strong Command Of Both German And English For Technical Communication 3. Solid Understanding Of Root Cause Analysis Methodologies For It Incidents 4. Good Documentation And Knowledge Management Skills 5. Ability To Coach And Share Technical Knowledge Within The Team Skills  Windows XP/7/8/10 deep knowledge and understanding  MS Office 2003/7/10/13 advanced skills  Microsoft Exchange Online in co-existence with Exchange (2003 / 2007 / 2010) Mailbox and Public Folder Databases.  Troubleshooting Mail Routing and messaging pro

Skills
 Windows XP/7/8/10 deep knowledge and understanding
 MS Office 2003/7/10/13 advanced skills
 Microsoft Exchange Online in co-existence with Exchange (2003 / 2007 / 2010) Mailbox and Public Folder Databases.
 Troubleshooting Mail Routing and messaging protocols
 Active Directory and TCP/IP Networking; domains and DNS records management
 Manage Exchange Anti-Spam, Anti-Virus, Backup solutions
 Knowledge of Networking and IP Telephony
 iOS/Windows phone expertise and understanding
 Knowledge of CRM systems is a plus
 Very good written and spoken command of English – C1 level as per the Common European Framework of Reference for Languages
 Very good written and spoken command of German/ French/ Spanish/ Italian or Dutch – C1 level as per the Common European Framework of Reference for Languages
 Excellent communication skills
 Strong Customer service approach
 Problem solving skills
 Strong detail orientation
 Strong decision making skills
 Strong analytical skills
 Good organizational skills
 Ability to work independently with limited supervision
 Business travel up to 30% of the time
 Stress management
 Intuitive thinking
 Strong team work orientation

Other Requirements

1. Optional but valuable: Microsoft Certified: Windows Client or similar certification
2. Optional but valuable: Zertifikat Deutsch (B2 or higher

Education
 High school degree
 Bachelor’s degree in IT/Engineering/Information systems is a plus
 Any Microsoft/Cisco/Technical Certifications is a plus