Multilingual Support Analyst (German)

• L1 5 & 2 Service Desk role: Job Title: Multilingual Support Analyst (Dutch) L2 Service Desk Location: BLR / CHN Shift: Rotational / CET Hours / 24x7 Experience: 2-4 years (relevant L2 support experience preferred) Language Requirement: Fluency in German and English (written and verbal) Job Summary: We are seeking a proactive and customer-focused Multilingual Support Analyst fluent in Dutch to join our L2 Service Desk team
• The role involves providing technical support to end users, troubleshooting and resolving incidents, and ensuring a high level of customer satisfaction
• This is an excellent opportunity to work in a dynamic environment supporting global users

Key Responsibilities

• Provide Level 2 technical support for hardware, software, network, and application-related issues
• Handle escalated tickets from L1 service desk and ensure timely resolution
• Communicate effectively with end users in Dutch and English via phone, email, and remote tools
• Troubleshoot incidents, perform root cause analysis, and implement preventive measures
• Escalate complex issues to L3 teams or relevant support groups as required
• Document all incidents, resolutions, and updates in the ticketing system
• Adhere to defined SLAs and maintain a high level of first-time resolution
• Collaborate with global support teams and contribute to knowledge base creation
• Follow ITIL processes for incident, problem, and change management

Required Skills & Qualifications:

• Fluency in German (B2 Certified/Trained) and English is mandatory
• 2+ years of experience in a technical support/service desk role, preferably at L2 level
• Strong understanding of Windows OS, MS Office Suite, Active Directory, and basic networking concepts
• Experience with remote support tools and ticketing systems (eg, ServiceNow, Remedy)
• Knowledge of ITIL framework; ITIL certification is a plus
• Excellent communication and problem-solving skills
• Ability to work independently and manage multiple priorities

Preferred Qualifications:

• Experience supporting enterprise environments
• Knowledge of additional European languages is an advantage