We are looking for a German speaking 1st Line support Technician to work for a reputable client based in reading. As a 1st Line Technical Support Specialist, you'll be the first point of contact for users across the UK and Germany needing help with laptops, tablets, and essential diagnostic tools. Whether it's resolving software glitches or coordinating equipment repairs, you'll be the calm, knowledgeable voice that guides them through.
Responsibilities
- Delivering top-tier customer service every step of the way
- Provide remote technical support (in German & English) for hardware/software issues
- Troubleshoot problems and follow decision trees to pinpoint the root cause
- Escalating unresolved issues to suppliers or Tier 2 teams as needed
- Arrange delivery and collection of loan equipment and warranty items
- Liaise between dealers and suppliers to ensure seamless resolution
- Follow up on service calls and ensure SLAs are met
- Collaborate with colleagues to share knowledge and solve problems together
- Communicate clearly and regularly with internal teams and external partners
Experience:
- Experience in a Tier 2 support or similar technical helpdesk environment
- Confident in problem solving and fault diagnosis using structured approaches
- Experience handling general networking issues
- Previous call centre or customer facing support experience
- Strong communication skills-both spoken and written-in German and English
- Skilled in Microsoft Office, general PC usage, and CRM systems
- Positive, team-oriented, and customer-obsessed mindset
Desirable:
- Degree-qualified (IT, Engineering, or similar)
- Advanced knowledge of Excel and Word
Key Competencies You'll Bring
- Problem Solving & Process Thinking
- Customer Focus & Integrity
- Planning, Prioritising & Organising
- Personal Learning & Growth Mindset
- Time Management & Task Ownership
- Functional/Technical Acumen
- Collaborative Teamwork
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