Technical Support Engineer

at  ESP Global Services

• 1+ years of experience in a Technical Support environment
• Professional proficiency in German and English
• Windows O/S knowledge
  If you seek a career in IT and you are passionate to learn and develop, we can offer you exposure to multiple technologies and multiple global customer environments. All training is provided by the company.
  Are you comfortable working night shifts? How does a 4 days on 4 days off schedule sound to you?

WHAT WILL YOU DO?

• Manage and process customer tickets, carry out fault diagnosis, and provide technical support.
• Identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue.
• Where a ticket cannot be resolved on a first-line fix basis, ensure that it is assigned to 2nd Line Support or other resolution groups.
• Ensure the customer or user is kept fully updated.
• Maintain high standards of customer service at all times to encourage an excellent customer experience.
• Meet all Global Service Desk standards and agreed response times, ensuring that follow up information from telephone calls and emails is logged and added to the correct ticket.