Technical Support Specialist

Technical Support SpecialistAs 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 phoneIdentify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fixRespond to user-reported issues in adherence to established Service Level AgreementsDocument actions to effectively communicate information internally and to customersLink between NT-ware 3rd level support team and NT-ware development, project team, and QA departmentProvide internal and external advanced technical training (optional)Passion for customer service and teamworkKey Relationships InternalNT-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 MeasuresCustomer satisfactionSatisfaction with training delivered (optional)Escalation quality to NT-ware DevelopmentTicket resolution rateMUST HAVE:Good knowledge of network problem analysis, troubleshooting, and technical supportKnowledge of Microsoft operating systems (workstations and servers)Strong communication skills with an easy-going personality under different situations.