German-Speaking 1st Level Network Analyst - Part Time

The German-Speaking 1st Level Network Analyst serves as a first point of contact for internal and external customers and ensures that inquiries and concerns are resolved effectively and efficiently. This role is responsible for providing initial technical support and troubleshooting for network-related issues.

This role reports to the Global Service Desk Supervisors in Manila and Muenster.

If you are interested in joining our growing family, please send your CV with your updated contact information to recruitment@woyn.com.

 

Job Description:

  • Provide technical and general support services to global clients by responding to inquiries, monitoring hardware performance remotely to identify and address potential problems and risks as well as handling and resolving tickets according to defined Service Level Agreements (SLAs);

  • Properly escalate and coordinate priority issues to next level support for handling;

  • Provide status reports and important operational details to Seniors and Supervisor;

  • Deliver exceptional customer service focused on achieving client satisfaction;

  • Work in a rotating 24/7 shift roster and to collaborate closely with our teams in Germany, Australia and other colleagues in the nicos Group of companies. 

  • Hybrid set-up

  • Weekends work from home

  • Shift Schedule:

    • 6:00 am to 3:00 pm

    • 1:30 pm - 10:30 pm

    • 9:00 pm - 6:00 am

Experience and Qualifications Required:

  • Proficiency in both written and verbal communication using English language and German (B1-B2 Level) is required.

  • Excellent command of the English language;

  • A minimum of a college-level education, preferably with a degree in Information Technology, Computer Science, or a related field;

  • A background in service desk, customer service, or IT support is highly advantageous;

  • Knowledge in MS Office Applications (Outlook, Word, Excel and PowerPoint);

  • Demonstrates high-level of confidentiality and compliance to company policies and procedures (e.g. data privacy);

  • Demonstrates commitment to continuous learning and professional development to drive ongoing improvements;

  • Ability to work effectively in a diverse environment, collaborating with colleagues and clients from various backgrounds;

  • Ability to effectively respond to incoming support requests through various channels including email, phone calls, and ticketing systems;

  • Effective at escalating priority issues and handing over complex cases as needed;

  • Knowledge in Linux multi-user operating system is an advantage;

  • Fresh graduates are welcome to apply.

Desired Qualities:

  • Strong people and communication skills;

  • Highly customer service-oriented;

  • Patient, courteous and friendly with a positive attitude;

  • Detail oriented and highly organized;

  • Effective time management and prioritization skills;

  • Should be able to work with minimum supervision;

  • Must possess the ability to learn new programs and processes quickly;

  • Must have the ability to thrive in a multicultural team atmosphere;

  • Should be able to work and interact with people of various nationalities and levels;

  • Willing to work in shifts (morning, mid and graveyard);

  • Willing to work during weekends and holidays;

  • Willing to work on-site in BGC.