Assist end-user on all in-scope requests with focus on client satisfaction, service delivery quality and technical excellence.
Over-all responsible for the management, maintenance and provision of technical support via onsite, phone, email or remote for hardware and software issues, network diagnostics and repair.
Must be able to coordinate with Senior Technical Support Engineer and Team Leader on any critical technical issues.
Ensure all tasks are updated and documented, including troubleshooting and resolution steps prior to closing.
Checking end-user logs.
Must be able to escalate tickets with dependencies to respective towers/groups to resolve end-user concerns.
Walk staff or clients through a series of actions to resolve issues.
Take ownership of assigned incident tickets and resolve within the agreed service level and targets.
Proactively update end users regarding their requests.
Ability ...
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