Fixed Term Technical Support Engineer - Endpoint Support Group (ESG) - German Speaking
Sophos
- Magyarország
- Határozott idejű
- Teljes munkaidő
- Having a strong customer service focus with the commitment to excellence .
- Being a customer ambassador who is passionate about creating a positive customer experience.
- Solving problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others.
- Research incidents by replicating customer's issues within a test environment.
- Escalate incidents by collaborating with the Global Escalations Support team and other departments within Sophos.
- Perform technical training and presentations of software and processes to other Sophos staff.
- Learning and utilizing specific software tools and problem-solving strategies to solve customer issues and continuously improve our processes.
- Creating online help content (articles, community posts, etc.) to document previously unknown solutions and help a large group of customers.
- Actively contributing to the development of new or changed processes and procedures.
- Having the ability to manage multiple priorities within a fast-paced environment.
- Record all activity in the department's call logging system, updating cases within SLA.
- Business level German and English language skills - both written and verbal.
- Experience of supporting customers over the phone within an IT environment
- Experience in handling customer cases via email systems.
- Experience of installation, configuration and troubleshooting of Windows Desktop and Server operating systems. MCITP certification is an advantage.
- Experience of using and troubleshooting macOS and Android operating systems.
- Know how to frame and understand customer issue and troubleshoot it through to resolution.
- A level of knowledge in supporting customers who have been compromised by Malware.
- Experience writing knowledge base articles for internal publication.
- Experience with security solutions (Anti-Malware, Mobile, Email, Web and Encryption standards)
- Troubleshooting using Wire shark or similar for packet analysis.
- Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
- Demonstrated self - starter who can adapt quickly between roles, duties and tasks.
- Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, chat and email.