Salary: £25-28K
Location: Staines, Middlesex Language: German
Job Summary:
In this role within Company's Technical Support Department you will be providing first and second line support for Company's software to customers worldwide. You will also be required to test and evaluate Company's software and perform basic network administrator tasks. Members of the technical support team are responsible for supporting Company's customers by email and phone. Working hours are either 9am and 5:30pm (UK) or 8.30am and 4.30pm (continental Europe)
Duties and Responsibilities:
· Providing technical support and assistance to international Company's customers, according to established technical support policies and guidelines
· Provide technical information/analysis as requested
· Investigating technically related issues within our product range
· Working with a team to provide professional and courteous technical support via telephone and email
· Handling technical support escalations as assigned by Technical Support Supervisor.
· Test and evaluate Company's software and report to the Technical Support Supervisor
The above are the Technical Support Representative's primary responsibilities but are not limited to these specific tasks and are subject to change.
Educational requirements:
A degree in IT or Computing is an asset but not essential. At least two years experience in a support role is required. Hands on experience with different OS and servers are a minimum requirement. MCSA/MCSE certifications are also an asset.
Prerequisites:
· Good working knowledge on mail-technology in general (SMTP/IMAP/POP)
· Excellent general knowledge on Networking & TCP/IP (sub netting, ip classes, classless delegation)
· Hands on experience with different OS/Servers
· Technical support experience for at least 2 years
· Experience with at least 3 of the following: SQL, Exchange, ISA, Win 2000/2003 server, DNS
· Security-awareness
· Excellent written and spoken communication skills in English (or the language in which support is to be provided; though knowledge of English is required)
· Ability to work independently with minimal supervision
· Ability to work with demanding customers
· Working knowledge of Microsoft Office suite and various email systems, specifically Exchange Server
· Ability to take ownership of issues and ensure they are resolved in a timely manner.
· Ability to listen to and fully understand the customer so better diagnose the issues at hand.
Standards of performance:
· A sense of responsibility and commitment
· Eagerness to learn new technologies
· Be customer focused at all times
· Initiative
· Reliability and accountability
· Efficiency
· Team spirit.
Benefits: 24 days holiday, medical and dental insurance, stakeholder pension scheme, life assurance, long term sickness insurance, critical illness benefit and, after six months (and subject to board approval, of course) stock options.
