Technical Support Analyst

Technical Support

Ref: 65Friday 5 April 2019

This vacancy is now closed

To join technical support team of leading US Multinational . Dynamic role liaising with multiple engineering teams to resolve technical Tier 2 issues and contribute to ongoing projects revolving around support tools, knowledge management and more. Excellent career with opportunities to progress within the company.
 

Job Responsibilities

  • Develop and maintain a complete understanding of our products and ongoing releases
  • Customer liaison via phone, email or remote control
  • Technical fault analysis & troubleshooting
  • Answer calls and e-mails in line with team KPIs
  • Keep customers (external and internal) informed of the status of their helpdesk issues
  • Monitor performance of installed software and hardware products
  • Respond quickly to urgent issues, escalating to product development team where required
  • Provide training / create documentation as needed

 

Required Skills

  •  Understanding of PC networking hardware/software concepts
  • Knowledge of Windows 7 / 10 / Server 2012 standalone and in a network environment
  • Familiarity with SQL / MS SQL server and databases
  • Ability to perform root cause analysis and replicate and test problems in multiple environments
  • Excellent verbal and written communication skills
  • Excellent Team Player
  • Fluent English essential – other European languages an advantage