Key Roles and Responsibilities:

Reporting to theHardware Support Teamleader, the Hardware Support Specialist will provide specialist telephone support to customers, business partners, & major accounts for escalated hardware problems. Supporting and developing the Remote Solve Group through the Mentor team through coaching & training to meet their operational objectives is key. Strong focus will be maintained in successfully resolving Warranty and Contract printer conditions remotely through technical escalations. Direct Access telephone support is also provided to engineers & TPMs in the field. There is a strong focus on hardware resolution rates & availability to Direct Access technicians. As a member of the Escalated Support Group, web/email support is provided to customers who request it via public web interfaces, and support is also provided to Service Partners outside of Europe (Middle East, Africa, & Asia). Close liaison with US-based support & engineering groups & In-Country Technical & Partner Support staff is the norm. Project-based activities are required to manage product performance in the field and feedback to the factory, and to improve the team’s and specialist’s knowledge. The role calls for a highly interested and motivated person with strong technical aptitude to develop detailed hardware knowledge of the product range (through extensive training) and the replication and solving of customer problems.

Skills & Knowledge Essential:

· Fluency in English and Language of country group

· one year technical experience at time of application .

· Experience of supporting and maintaining PC’s, Printers, & Peripherals.

· A good and detailed knowledge of IT Fundamentals (PC hardware, Printer languages, Operating Systems, Desktop Applications, Networking, Network protocols, etc).

· A good and detailed knowledge of Colour Printing Theory.

· A good and detailed knowledge of the various current printing technologies on the market.

· Skill and competency at providing professional technical telephone support.

· Experienced at troubleshooting known/unknown technical queries.

· Fluency in English & language of customer base.

Skills & Knowledge Desirable:

· Living and working experience in country of customer base.

· A European language in additional to the essential requirements above.

· Demonstrable interest in Software and Networks, and other technical subjects.

Attributes:

· Strongly self-motivated to learn new skills to fulfill basic position requirements, to become expert in the position over an extended period of time, and to progress within the organisation.

· Able to be self-aware and conscientious of meeting all personal, team, & organisation metric targets.

· Excellent team player with a committed approach to teamwork and customer responsibilities.

· Flexibility with working shift patterns according to Call-centre opening hours and US PST when requested.

· Able to maintain and project a helpful and courteous attitude in any circumstances.

Highly resilient under pressure and adaptable to unforeseen work demands