Second-line Technical Support Specialist

il y a 2 jours

Asse, Belgique HAYS Temps plein

IT Support | Attractive salary | International company | 1095912
**Your new role**:
Our company is seeking an experienced Second-Line Technical Support Specialist to provide technical assistance and support for our customers. The Second-Line Technical Support Specialist will work closely with first-line support staff to diagnose and resolve complex incidents and identify trends in order to provide structural solutions to prevent future issues.

**Responsibilities**:
1. Analyze and resolve second-line calls (45%). Take on these calls for resolution. Analyze and diagnose the problem. Facilitate first-line support staff. Provide the customer with a solution/workaround to resolve the issue if possible.
2. Record the incidents in the designated registration systems with the necessary information, such as a description of the problem, diagnosis, actions taken, and any standard/first solutions. If necessary, escalate the incident to third-line helpdesk staff/product specialists. (15%)
3. Provide support for projects, such as executing StoreMate updates. (10%)
4. Act as a point of contact for the service staff to ensure that the fix times agreed in the S.L.A.s are met. (15%)
5. Identify general and customer-specific structural problems (trend analysis) and report them to product specialist(s) and management. (15%)
6. Perform all other duties as determined by or in consultation with management.

**What you will need to succeed**:

- Bachelor's degree in Computer Science, Information Technology or related field
- You are fluent in Dutch and French and have a knowledge of English
- Proven experience as a Technical Support Specialist or similar role
- Strong analytical skills and ability to diagnose and resolve complex technical issues
- Experience with registration systems and tracking of incidents
- Ability to communicate technical information to non-technical stakeholders
- Excellent communication and interpersonal skills
- Ability to work independently and in a team environment
- Knowledge of industry-specific software and hardware

**What you will get in return**
- Permanent contract
- Full-time job (39h/week)
- Homeworking
- 26 holidays
- Attractive salary package

**Your new company**:
The company is located in Zellik (Asse).

**What you need to do now**:
1095912

Attractive salary with great advantages

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