German Speaking Tier 3 Technical Support Representative

We're looking to have a chat with people that are fluent in German and English with a technical support background for a new full time permanent opportunity based in Dunfermline.

Location - Dunfermline - Hybrid working

Salary - £35,000 - £40,000 DOE with Fantastic benefits

Hours of work - Monday to Friday - 8am - 4:30pm or 9am - 5:30pm - No weekends

Job Profile:

You will be responsible for providing remote Customer support for our custom Windows application, Windows operating systems, PC configuration and network support. In addition, you will provide effective technical engineering support service for Field Engineers and Tier 1 Technical Support colleagues.

Duties and responsibilities:

* Remote diagnosis and repair of product line - provide analytical and problem solving support including networking expertise required to debug, diagnose and resolve advanced customer networking issues; software problems; database repair and NAS implementations.

* Handle pre-sale and post-sale customer enquiries relating to the operation, configuration and customisation of the product line.

* Support Customers and the sales team with pre installation planning - liaise with Customer user, Customer IT and the sales function to establish requirements and prepare installation plan.

* Complete complex installations / software set ups via remote connection to Customer sites.

* Escalation point for field engineers and Tier 1 Technical Support colleagues for product installations, fault diagnosis, repairs and updates.

* Plan and execute scheduled support activities such as data migration, archive set up, virtual machine installations and software set up.

* Research technical and software issues to identify trends for early detection and repair and to keep knowledge up to date.

* Provide instruction and written material for technical support knowledge base across all currently supported products.

* Interface with Quality, Field Service and R&D departments to provide feedback and recommendations to improve current and future products and support.

* Log every interaction into CRM system to support site history and reporting.

Skills and experience required:

* Fluency in German language.

* Extensive knowledge and practical experience of Windows consumer operating systems and Windows Server operating systems. Linux knowledge would be a benefit.

* Intermediate networking knowledge required.

* PC hardware and configuration skills essential.

* Previous experience working in a demanding European or International customer support environment.

* Excellent analytical and problem-solving skills.

* Strong communication skills - good customer and supplier relationships.

* Knowledge of IT operations, responsibilities, workflow processes and procedures in order to resolve enquiries independently.

* Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.

* Strong team player with the ability to work flexibly to ensure timely delivery of service.

* Ability to produce high quality work under pressure and within tight timescales.

If you are interested please apply with your most up to date CV ASAP.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age