Level 2 Technical Support Specialist - Fluent French

Up to EUR30000 per annum
12 Jul 2018
09 Aug 2018
Audrey Casier
IT, Multilingual
Job Type
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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