Level 2 Technical Support Specialist - Fluent French

Location
Dublin
Salary
Up to EUR30000 per annum
Posted
12 Jul 2018
Closes
09 Aug 2018
Ref
XRX
Contact
Audrey Casier
Sector
IT, Multilingual
Job Type
Permanent
Hours
Full-time
This role calls for a highly motivated person with strong technical knowledge and excellent customer service skills. A good knowledge of the printing environment and current computer / networking systems is a must.


Key Roles and Responsibilities:

- Managing technical escalations received from Xerox customers and on-site field engineers;
- Working closely with all levels of escalation support ensuring efficient resolution and knowledge sharing
- Strong focus will be maintained in successfully resolving issues remotely, using various tools available i.e. lab environment, remote access to customer network and knowledge base
- Working within a high performance environment with a strong focus on remote fix rates and Service Level Agreements (SLA's)
- Close liaison with Xerox In-Country Technical and Partner Support team is the norm
- Accurate documentation of escalation steps in relevant reporting tools


Education and Experience:

- A-Level Education / Leaving Certificate or equivalent
- Industry standard IT qualification (CompTia, Microsoft, Cisco etc) would be an advantage
- Minimum of 1 years' experience in a technical support role.
- Knowledge of current Business Printing Environments (Hard Peripherals and applications)
- Exceptional customer service skills including, communications and demonstrated decision making.
- Able to control interactions with customers using persuasion and influencing skills
- Aptitude to constantly develop and improve technical skills and product knowledge

- Comprehensive knowledge of PC's, Printers and Peripherals

- Comprehensive knowledge of popular desktop office applications

- Comprehensive knowledge of LANS/WANS/Peer-to-Peer (Hardware infrastructure)

- Comprehensive knowledge of Network protocols (TCP/IP, FTP, SMB, SMTP, SNMP etc.)

- Comprehensive knowledge of Network Operating Systems (Microsoft, Linux, Unix, Mac OS)

- Competencies in network accounting and authentication solutions (e.g. Equitrac, Cirrato, SafeQ)

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