- 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:
- Windows operating systems
- Microsoft Office 365
- Outlook and Exchange
- Citrix and VDI troubleshooting
- Active Directory
- Password resets and account management
- Printers and peripheral devices
- Network and connectivity issues
- Distribution Lists/Shared Mail Box

- Follow established processes, SLAs, and support procedures.
- Escalate unresolved issues to appropriate Level 2/Level 3 support teams.
- Maintain accurate documentation of incidents, resolutions, and knowledge articles.
- Provide excellent customer service and ensure high user satisfaction.
- Monitor tickets proactively and provide timely updates to users.




- Participate in shift operations and support coverage as required.

Required Skills & Qualifications

- Fluency in German (C1/C2 level) is mandatory.
- Robust verbal and written communication skills in German and English.
- Experience in IT Service Desk, Help Desk, Technical Support, or Customer Support roles.
- Good understanding of ITIL-based support processes.
- Knowledge of:
- Windows 11
- Microsoft Office 365
- Active Directory
- Microsoft Teams
- VPN and Remote Access Tools
- Basic Networking Concepts

- Experience working with ticketing tools such as Jira Service Management
- Strong troubleshooting and analytical skills.
- Ability to work effectively under pressure and manage multiple priorities.
- Customer-centric mindset with excellent interpersonal skills.

📌 IT Support German Language (Hyderabad)
🏢 Sonata Software
📍 Hyderabad