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German Speaking Tier 3 Technical Support

2 weeks ago

Dunfermline, United Kingdom Search Consultancy Full time

German Speaking Tier 3 Technical Support Representative
We're looking to have a chat with people that are fluent in German and English with a technical support background for a new full time permanent opportunity based in Dunfermline.
Location - Dunfermline - Hybrid working
Salary - £35,000 - £40,000 DOE with Fantastic benefits
Hours of work - Monday to Friday - 8am - 4:30pm or 9am - 5:30pm - No weekends
Job Profile:
Duties and responsibilities:

- Remote diagnosis and repair of product line - provide analytical and problem solving support including networking expertise required to debug, diagnose and resolve advanced customer networking issues; software problems; database repair and NAS implementations.
- Handle pre-sale and post-sale customer enquiries relating to the operation, configuration and customisation of the product line.
- Support Customers and the sales team with pre installation planning - liaise with Customer user, Customer IT and the sales function to establish requirements and prepare installation plan.
- Complete complex installations / software set ups via remote connection to Customer sites.
- Escalation point for field engineers and Tier 1 Technical Support colleagues for product installations, fault diagnosis, repairs and updates.
- Plan and execute scheduled support activities such as data migration, archive set up, virtual machine installations and software set up.
- Research technical and software issues to identify trends for early detection and repair and to keep knowledge up to date.
- Provide instruction and written material for technical support knowledge base across all currently supported products.
- Interface with Quality, Field Service and R&D departments to provide feedback and recommendations to improve current and future products and support.
- Log every interaction into CRM system to support site history and reporting.
Skills and experience required:

- Fluency in German language.
- Extensive knowledge and practical experience of Windows consumer operating systems and Windows Server operating systems. Linux knowledge would be a benefit.
- Intermediate networking knowledge required.
- PC hardware and configuration skills essential.
- Previous experience working in a demanding European or International customer support environment.
- Excellent analytical and problem-solving skills.
- Strong communication skills - good customer and supplier relationships.
- Knowledge of IT operations, responsibilities, workflow processes and procedures in order to resolve enquiries independently.
- Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.
- Strong team player with the ability to work flexibly to ensure timely delivery of service.
- Ability to produce high quality work under pressure and within tight timescales.