Beschreibung
A new role is now open for a Service Support Engineer with 5 - 8 years experience in ICT network technical Support for Enterprise customers, to come aboard and work for a Market leading telecommunications company based in Munich. German and English speakers required. 6 months initial contract - Competitve rates - up to 30% travel required
Main purpose of role:
A Service Support Engineer is required to provide technical support of our client's Products and Solutions for Multi-Nation Customer (MNCs) enterprise customer networks
Key experience:
- 5-8 years experience in ICT network technical support for enterprise customers; Cloud Services experience a plus.
- Proven working experience in enterprise technical support area for IT vendors or service providers.
- Prior experience with International/Global customers with world-wide operations.
- Proven crisis management skills. Strong analytical, problem solving and organizational skills.
- Customer centric point of view with excellent customer-facing skills
- Proven working experience in enterprise technical support with examples of strong problem-solving skills
- A strong technical background to address both operational and tactical issues, and able to explain complex information in simple, clear terms to a non-IT personnel.
- An ability to assess each customer/employee's IT knowledge levels
- Good analytical and problem solving skills
- Up-to-date technical knowledge
- Good interpersonal and customer care skills
- Good accurate records keeping
- ICT Networking Professional level certifications (eg HCNP, CCNP, etc); Expert certification highly desired.
- ICT Networking
- Cloud Services/Trends
- Managed Services
- System Integration
Professional Skills:
- LAN/WLAN design, configuration and support
- Server & Storage configuration
- Basic knowledge of Unix/Linux systems, utilities and Scripting
Responsibilities include:
- Proof of Concept (PoC) test activities
- Technical problem resolution skills for large accounts
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Going to customer site or working with field engineers on critical issues
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Participate in the delivery and implementation of solutions for customers
- Advising customers and prospective customers about the features and capabilities.
- Developing customer-facing documentation.
- Communicating customer needs and wishes to our development and engineering staff.
- Logging and keeping records of customer queries
- Updating self-help documents for customers/colleagues
Project People Ltd is acting as an Employment Business in relation to this vacancy.