Technical Support Specialist

Technical Support Specialist

As a Technical Support Specialist (Technical Support Expert (NTW)) working in our Melville office (work from home possible after the initiation boarding phase) you will be responsible for the technical analysis and troubleshooting of reported software problems which you will reproduce in a virtual environment and/or test lab. You will be the direct contact between our customers and the software developers. The provision of technical training to your colleagues internally, as well as external and on-site/installation support, complete the range of tasks.

• Triage customers reported issues and respond to them via a ticketing system (Atlassian Service Desk), remote sessions, chat or phone
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
• Respond to user-reported issues in adherence to established Service Level Agreements
• Document actions to effectively communicate information internally and to customers
• Link between NT-ware 3rd level support team and NT-ware development, project team, and QA department
• Provide internal and external advanced technical training (optional)
• Passion for customer service and teamwork

Key Relationships Internal

• NT-ware 3rd Level Support (globally, English)
• NT-ware Development (Germany, English)
• NT-ware Project Team (globally but mainly USA)
• NT-ware QA (Germany, English)

Performance Measures

• Customer satisfaction
• Satisfaction with training delivered (optional)
• Escalation quality to NT-ware Development
• Ticket resolution rate

MUST HAVE:

• Good knowledge of network problem analysis, troubleshooting, and technical support
• Knowledge of Microsoft operating systems (workstations and servers)
• Strong communication skills with an easy-going personality under different situations.