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.
• 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 required in French and Italian
• Working experience in a Service organisation with customer contact (Telephone, Mail and direct).
• Experience in providing assistance to colleagues, direct, by telephone or by accompanying them on a customer visit.
• 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 18months proven experience gained in a post sales or customer support background gained ideally within a corporate or distribution channel support environment.
• Minimum of 18months experience of networking and web/internet protocols including UNIX, TCP/IP and NT.
• Minimum of 18months experience of one or more of the following systems - hardware structures, operating systems, email, groupware networking and/or web based security.
• MCSE desirable.
• CCSA, CCSE or CCNA desirable