netgo group GmbH

The agent will serve as the first point of contact for customers via phone, email, or other channels, handling service requests, change requests, and routing incidents in German, English, and Dutch. Key tasks include analyzing technical issues using remote access, resolving incidents, prioritizing and documenting tickets according to SLAs, and escalating complex cases when necessary.

The role involves providing remote support for IT environments for SMB and SME customers, focusing on handling 1st and 2nd level support tickets and performing administrative background tasks. Responsibilities include analyzing and resolving issues remotely across clients, servers, networks, and cloud services, as well as managing user rights and supporting field technicians.