- Answer all customer enquiries concerning operation and configuration of Optos products.
- Remote diagnosis and repair.
- First escalation point for Tier 1 and Field Service colleagues requiring assistance.
- Troubleshooting of network problems, including connectivity, LAN access, VPN/broadband and non-reporting issues.
- Log every case into the CRM system, working to prescribed SLAs for resolution.
- Case escalation to Tier 3 Technical Support or field teams for critical issues.
- Remote installation/troubleshooting for software and upgrades, database repair and removal of software viruses.
- Perform data migration on Customer PCs after device upgrades.
- Research technical and software issues to identify trends for early detection and repair.
- Ongoing maintenance of technical documentation within department knowledgebase.
- Fluency in German language is required.
- Extensive knowledge and practical experience of operating systems including Windows XP/Vista/7/8.1///// essential. Basic Linux skills would be a benefit.
- Basic understanding of MS Access and SQL databases.
- Basic understanding of web server technologies (Microsoft Internet Information Services).
- Basic knowledge of Active Directory and permissions on Windows Server Operating Systems.
- PC hardware and configuration skills essential
- Intermediate networking skills essential.
- Previous experience working in a customer care environment.
- Excellent problem analysis/solving, telephone and communication skills.
- Knowledge of IT operations, responsibilities, workflow processes and procedures in order to resolve inquiries independently.
- Good customer and vendor relationship skills.
- Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.
- Ability to work flexibly with the team to ensure timely delivery of service.
- Ability to produce high quality work under pressure and within tight timescales.
- An ability to work within tight deadlines and manage time effectively.
- Strong team player with flexible attitude to work priorities.
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Tier 2 Technical Support Engineer - Dunfermline, United Kingdom - Optos
Description
ROLE SUMMARY
We are currently looking for a German speaking Tier 2 Technical Support Representative to join our Customer Service team based in Dunfermline.
The Tier 2 Technical Support Representative's main role is to provide telephone and email support to our existing customers across all Optos products. This can include responding to enquiries concerning the operation and configuration of Optos products, supporting our custom windows applications, windows operating systems, network troubleshooting (connectivity, LAN access, VPN/broadband,) software updates, PC and backup configuration, SQL and MS access troubleshooting. You will also provide remote technical support to our Optos field engineers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
MINIMUM QUALIFICATIONS
BENEFITS
At Optos, we offer a highly competitive compensation and benefits package.
