On-site Technical Support - Duesseldorf, Deutschland - KompiTech IT Services
vor 2 Wochen
Beschreibung
1st and 2nd Line Support Engineer
Technical Support engineer with some previous experience of providing IT support required to work for this established IT Managed Service Provider Company.
Working within a team of technical support engineers you will be required to provide support to users in our customer location.
- Taking inbound calls from users with technical issues providing a high level of customer service to internal and external customers.
- Prioritising and categorising tickets and ensuring they are being appropriately progressed. This will include endtoend ownership of tickets through their life cycle and ensuring that there is regular communication with the caller.
- Providing a high level of customer service to ensure that customer satisfaction remains high.
- Providing 1st and 2nd line technical support as required and ensure that cases are escalated to the correct level in a timely fashion inline with company processes/SLA's.
- To ensure all calls and tickets are raised with detailed information of user issues accurately on the Call Management system (BLiTS).
- Evaluate and chase up escalations appropriately to ensure customer demands are met.
- Following processes to ensure a consistent approach to customer support.
- Providing scheduled cover for other members of the 24x7 Team to cover holidays and other absence as required by the business.
- Dealing with any other requests and issues as required by the business.
- A sound working knowledge of Desktop/Laptop/Server IT support
- A professional attitude towards solving customer issues
- Excellent communication skills (both written and verbal)
- The confidence to respond to and resolve technical requests
- Self discipline
Ability to commute/relocate:
- Düsseldorf: Reliably commute or planning to relocate before starting work (required)
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