Rodzaj pracy: Pełny etat
Rodzaj umowy: Na czas nieokreślony
Ilość wakatów: 3
Minimalne doświadczenie: Od 3 do 5 lat
Wykształcenie: Wyższe licencjackie
Branża: Praca IT - Hardware / Information Systems
For our client - the international company, specialized in the field of data security and information management we are currently seeking individuals for the position of Technical Support Engineer. The Global Client Support Centre provides continuous Technical Support to the Global Client base. As a vital client touch point, the team is responsible for the efficient and timely resolution of any incoming technical issue. The team will strive for professionalism, concise and swift customer/enquiry/issue resolution and provide proactive communication where relevant.
Job specification:
- To diagnose and resolve cases raised by customers of the services including anti-virus, anti-spam, encryption and Data Protection, Messaging Gateway and Web Gateway Security, across both email and web.
- To professionally handle incoming customer contacts via emails, phone, customer portal and chat sessions.
- Manage own workload and remain accountable, promoting a positive team approach under pressure.
- Flexible and willing to adjust to new patterns, shift work and responsibilities.
- Log all incoming technical issues with precise and comprehensive information in a professional and timely manner.
- Strive for resolution on first contact, and escalate within acceptable SLAs where unable to resolve on first contact.
- To adhere to process and procedure on all contact and further recommend improvements where possible.
- Sharing gained knowledge with other Tech Support Engineers.
- Professional manner throughout oral and written communication and responses with clients.
Requirements:
- Experience in an IT support role.
- Desire to provide a superior service.
- Excellent organizational skills.
- Previous experience of professional customer/client interaction, preferably within a client/technical environment.
- Understanding of; HTTP, SMTP, TCP/IP, Mail server / mail gateway technologies, proxy server technologies, AD / Exchange and other Microsoft technologies, Firewalls.
- Knowledge of Windows Server 2008 and 20012, Active Directory, domains and domain trusts with extensive hands-on networking experience.
- Understanding of network technologies (firewalls, routers, switches) and protocols (TCP/IP, DNS, LDAP etc.).
- High standard of written and verbal English.
- Excellent phone communication skills.
- Excellent fault diagnosis skills.
Nice to have:
- Experience of desktop or application support.
- Degree or recognised IT industry certification.
- Experience of call logging technology.
- Knowledge of IT security solutions including; Anti-virus, Anti-spam, Data Leakage Prevention.
- Knowledge of European language other than English.
We offer:
- Challenging work in the rapidly growing, global company.
- Great potential for development.
- Excellent working atmosphere.
- Rich package of benefits (life insurance, health insurance, lunch pass, trainings and certifications).
