Tier 3 Technical Support Engineer

3 weeks ago

Dunfermline, United Kingdom Optos Full time

ROLE SUMMARY

We are currently looking for a German speaking Tier 3 Technical Support Engineer to join our Customer Service team based in Dunfermline.

The Tier 3 Technical Support Engineer’s responsibilities will include remote Customer support for our custom Windows application, Windows operating systems, PC configuration and network support.

In addition to the above, the Tier3 Technical Support Engineer will provide effective technical engineering support service for Optos Field Service Engineers and Tier 1 Technical Support colleagues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Remote diagnosis and repair of Optos 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 Optos product line. Support Customers and Optos sales team with pre installation planning – liaise with Customer user, Customer IT and Optos sales function to establish requirements and prepare installation plan. Complete complex installations / software set ups via remote connection to Customer sites. Escalation point for Optos Field Service 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.

MINIMUM QUALIFICATIONS

Fluency in German language is required. 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.

BENEFITS

At Optos, we offer a highly competitive compensation and benefits package.

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