Support Engineer (IMS)

Support Engineer (IMS) IMS with German Language Skills "We are seeking a highly motivated and customer-focused German Service Desk / IT Support Analyst to provide first-level IT support to end users. The successful candidate will serve as the primary point of contact for users, handling IT-related incidents, service requests, and technical queries through phone, email, chat, and ticketing systems. The role requires excellent communication skills in both German and English, as the analyst will interact directly with German-speaking and English-speaking client users and provide professional, timely, and effective support. Key Responsibilities • Provide Level 1 IT Service Desk support to end users via phone, email, chat, and service management tools. • Receive and handle incoming calls directly from German-speaking and English-speaking users. • Log, categorize, prioritize, and track incidents and service requests in the ticketing system. • Diagnose and resolve common IT issues related to: o Windows operating systems o Microsoft Office 365 o Outlook and Exchange o Citrix and VDI troubleshooting o Active Directory o Password resets and account management o Printers and peripheral devices o Network and connectivity issues o Distribution Lists/Shared Mail Box