German Language Specialist

1 week ago


Lucknow, Uttar Pradesh, India HCLTech Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Role: Remote Desktop Support (RDS)

Language: Dual Language Support (English + German)

Role & responsibilities

  • Provide L2 technical support via phone, email, or chat in both English and German.
  • Troubleshoot hardware, software, network, and application-related issues.
  • Log, categorize, and prioritize incidents in the ITSM tool (BMC Helix, ServiceNow).
  • Perform initial diagnostics, provide solutions or escalate to the appropriate resolver group.
  • Liaise with internal stakeholders and client teams to ensure timely ticket resolution and communication.
  • Follow documented SOPs, knowledge articles, and escalation procedures.
  • Ensure SLA adherence and high customer satisfaction (CSAT).
  • Provide language support for German queues in collaboration with English-speaking teams.

Required Skills:

  • Fluency in both English and German(written and spoken) B2+ or equivalent certification preferred.
  • 3+ years of experience in IT Service Desk or RDS environment.
  • Strong understanding of Windows OS, Office 365, basic networking, and remote tools.
  • Experience working with ITSM tools like ServiceNow, Remedy, or similar.
  • Ability to work in 24x7 shift model, supporting global users from offshore.
  • Excellent communication, problem-solving, and interpersonal skills.

Preferred Qualifications:

  • ITIL v4 Foundation certified (or willingness to certify within 3 months).
  • Experience supporting users in DACH regions (Germany, Austria, Switzerland).
  • Prior exposure to multilingual support environments.


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