Technical Support Lead with German

HCLTech is a global technology company, home to more than 226,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues of US $14.5B for 12 months ending December 2025.

The Technical Support Lead provides an advanced level of technical, investigational and customer support in English and German for applications/hardware defined in the scope of the service delivery structure for the client. The role is responsible for identifying, troubleshooting, and resolving customer problems by utilizing all technical resources available, following up with Tier II and Tier III teams to assure issue resolution, while adhering to strict quality standards. The Technical Support Lead maintains deep expert knowledge on applications in scope, constantly strives to expand it and applies it in practice. The position acts as mentor and reference point for Tier I Service desk agents; participates in onsite visits to client locations and acts as front line IT expert for the client

Responsibilities:

Technical troubleshooting

• Provide assistance to Production employees of the client
• Perform production work as required by Operations Manager
• Provide professional and timely expert support for all applications/hardware in scope
• Liaise closely with other support levels during the case investigation, to collect further information and provide a suitable resolution to the user.
• Perform multiple remote sessions support simultaneously using the relevant client tools
• Anticipate customer needs and proactively identify solutions
• Plan, prioritize, organize and complete work to meet established objectives

Escalations management

• Escalate advanced customer issues to the respective Third party escalation teams as outlined in the respective process documentation.
• Regularly monitor and coordinate escalations to Third party teams. Triage incidents that require further investigation by working in collaboration with all Service desk teams, as well as with Management and Client teams.
• Handle potential outage situations, perform necessary steps to ensure the reported problem falls into the outage definitions, take respective actions in regards to the outage, and escalate accordingly as per the established procedures.
• Provide regular updates to all involved parties and act as a primary contact for requested outage information.

Testing, validation and continuous service improvement responsibilities

· Contribute to service delivery, working practice and knowledgebase documentation. When necessary, assist in creating new documentation to describe activities / processes.

· Participate in testing and validation activities as outlined by Management and Client.

· Monitor, identify and analyze patterns and trends of incidents handled in order to identify potential opportunities for improvement and enhancement of processes and customer satisfaction.

· Identify best practices for handling certain incidents and work closely with the Service desk management and The Client to potentially implement those best practices.

· Participate in special projects, client events and visits, as outlined by management.

· Prepare ad-hoc and regular reporting upon Client request or upon Service desk Management request.

Training

· Provide desk-side assistance and mentoring to new team members

· Deliver account-specific training for new team members and ad-hoc trainings

Requirements:

• High school degree is a must
• Bachelor’s degree in IT/Engineering/Information systems is a plus
• Any Microsoft/Cisco/Technical Certifications is a plus
• Adhere strictly to shift schedule.
• Timeliness is a key requirement.
• Punctuality & Flexibility to changes in shift schedules – availability to work on different shifts 24/7.
• 2+ years of experience in user support, application support, application development, or related areas in IT
• Experience in assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)
• Experience in troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone
• Very good written and spoken command of English – C1 level as per the Common European Framework of Reference for Languages
• Very good written and spoken command of German– C1 level as per the Common European Framework of Reference for Languages
• Windows 11 deep knowledge and understanding
• MS Office advanced skills
• Microsoft Exchange Online Mailbox and Public Folder Databases.
• Troubleshooting Mail Routing and messaging protocols
• Active Directory and TCP/IP Networking; domains and DNS records management
• Manage Exchange Anti-Spam, Anti-Virus, Backup solutions
• Knowledge of Networking and IP Telephony
• iOS/Windows phone expertise and understanding
• Knowledge of CRM systems is a plus
• Excellent communication skills
• Strong Customer service approach
• Problem solving skills
• Strong detail orientation
• Strong decision making skills
• Strong analytical skills
• Good organizational skills
• Ability to work independently with limited supervision
• Business travel up to 30% of the time
• Stress management
• Intuitive thinking
• Strong team work orientation

What we offer:

• Food vouchers and social benefits package
• Opportunity for career progression
• Young and vibrant team environment
• Competitive salary
• Professional on-boarding and on-going trainings

Are you willing to build up your career with us? – We’ll be happy to receive your resume in English!

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** Only candidates selected for interview will be contacted

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