Ideal Candidate

• Experience in SD/Client Assistance
• Proactive and Open Communication
• Office 365 Troubleshooting
• Windows Client (10, 11)
• Understanding of Active Directory
• Understanding of Azure AD
• Understanding of Group Policies
• Basics of Network Management

• Manage IT calls and incidents, including identifying, documenting, classifying, prioritizing, and initial support based on provided procedures to ensure quality services to clients.
• Provide user assistance through phone and remote assistance tools
• Ensure primary line analysis and provide initial assistance, including identifying problems and implementing solutions or solutions for client requests
• Record calls and incidents in a standard-defined platform (ITSM tool)
• Be responsible for correct classification and prioritization of received calls
• Involve, if necessary, other support groups in resolving issues by transmitting the error ticket from the ITSM tool to the corresponding support group.
• Execute service requests (e.g., password reset)
• Communicate and escalate problems at functional (level n) or hierarchical (officer superior) levels
• Continuously document work, update knowledge base continuously
• Communicate and resolve, if possible, complaints and escalations
• Communicate with all departments as needed and transmit correct, complete, and timely information
• Respect internal regulations and company procedures.

The VALEO IT Group is present in the IT industry for more than 10 years. With competency, efficiency and flexibility VALEO IT group evolved from a regional IT service provider acting in Germany to a European presence in IT. Focused on high available datacenter solutions, virtualization concepts and high-quality IT services we are providing individual and cost reducing solutions based on our customer demands. We are an experienced and successful outsourcing partner in the areas IT Service Desk and IT Infrastructure Support. Today the VALEO IT Group has more than 70 employees.