Customer Support Engineer - Tier 2

Vous cherchez à vivre une nouvelle aventure en tant que Customer Support Engineer - Tier 2 ? Bonne nouvelle, COMPUTERLAND propose un cadre de travail des plus agréable.

Votre rôle

The primary role of the Customer Support Engineer (Tier 2 Support) will be to provide email and telephone technical support for our customers. He/She will join the Service & Support team and work closely with Helpdesk Operators, On-site Support Team Engineers, Project Team Engineers and Tier 3 Support specialists to facilitate incident management to meet customer service level commitments, increase customer satisfaction and resolve customer issues.

Vos principales tâches

  • Provide technical responses to support issues reported via support tool, or direct from customers, project engineer etc. Support is delivered by email and telephone
  • Respond in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
  • Troubleshoot, analyze, and resolve causes of difficult issues.
  • Review server error and audit logs and perform system backups/restores.
  • Gather necessary data for issue replication, problem determination and/or escalation
  • Manage customer expectations of response time and issue resolution
  • Troubleshoot and reproduce problems and define workarounds
  • Work with the Tier-3 support team on the more complex issues
  • Contact with 3rd parties
  • Back up and work closely with the on-site engineering team when they’re in the field troubleshooting and solving issues
  • Work closely with the project engineering team when they’re in the field delivering projects
  • Write, review and organize technical documents to increase the effectiveness of the support teams
  • Maintain the CMDB up to date
  • Acquire and maintain knowledge by attending training sessions and also share knowledge by leading training workshops to other teams and colleagues
  • Communicate in a fluent way to keep customer perpetually informed of the status
  • Document modification and action in the ITSM tool

Votre profil

  • Bachelor's Degree in a technical field or equivalent experience
  • 3-5 years' experience in customer support, resolving complex product issues, and troubleshooting.
  • Networking, Server OS, Exchange, Virtual Machines and Storage knowledge are required.
  • Good understanding of network connectivity technologies (including firewalls, tcp, dns, dhcp, ssl, and load balancing) and Cloud solutions
  • Excellent customer service skills addressing the needs of both the external and internal customers with strong communication and process skills.
  • SQL database administration is an asset
  • Be flexible
  • Have good analytical skills
  • Be a proactive thinker
  • Be a team player and able to manage himself/herself under pressure
  • French is a must with a good level of English, both spoken and written
  • Dutch is an asset