Level 1 Technical Support Engineer

Summary:

In this role the Level 1 Technical Support Engineer will be responsible for providing technical support on all anti-virus software installed and/or configured on any of the following platforms - Windows NT, Windows 2000 and UNIX.

Responsibilities:

  • First point of contact offering telephone and email based support.
  • Log and process support calls, if necessary escalate to 2nd level support.
  • Provision of detailed and accurate guidance on the use of products to supported customer base.
  • Effectively interact with other members of the team to provide solutions to minor technical issues.
  • Attempt first call case resolution, software/network troubleshooting and proactive support services.
  • To achieve Total Customer Satisfaction by meeting or exceeding their expectations.
  • Maintain responsibility of reported and escalated customer problems until they have been resolved and to bring any unusual customer problems or incidents to the attention of management.

Requirements:

· Fluency in Italian and English required

  • Working experience in a Service organisation with customer contact (Telephone, Mail and direct).
  • Experience in providing assistance to colleagues.
  • Effective communicator with a positive and confident attitude.
  • Aptitude for solving problems and acting on own initiative.
  • A strong team player with a flexible approach.
  • Highly motivated with a willingness to learn.

Qualifications/Education/Experience:

  • Minimum of 1 years proven experience gained in a post sales or customer support background gained ideally within a corporate or distribution channel support environment.
  • Minimum of 1 years experience of networking and web/internet protocols including UNIX, TCP/IP and NT.
  • Minimum of 1 years experience of one or more of the following systems - hardware structures, operating systems, email, groupware networking and/or web based security.
  • MCSE and/or CCNA would be an advantage.