IT Operations Specialist with German

The Agent L2 VKD has the role of providing IT services in the area of Support Services for Business Systems/Applications. With these activities you will have a great impact on our business: Receive incidents and issues via phone, email or ticketing system on all supported Kabel Germany applications with the goal of providing direct customer resolution or functional escalation to responsible 2nd Level teams if they cannot be resolved on first contact. Business impact assessment (define ticket severity) and incident resolution process (ticket ownership) Ensure fulfillment of Service Level Agreements Record actions taken and resolution offered in the relevant ticketing system Perform ticket monitoring as per internal procedure Identify and suggest possible improvements to procedures Strong reporting and analytical skills Customer service oriented. Support and maintenance analysis Must have good analysis and troubleshooting skills Must have good verbal and written communication skills IT troubleshooting systems analysis skills German language C1