Job Board

Posted: 10th May 2022

Jr Technical Support Engineer

Aachen, Germany
Application Deadline: 30th July 2022
The Junior Technical Support Engineer will be responsible for taking and logging technical support requests for a variety of networking and security products via various channels. They will use various support materials to gather information in conjunction with our customers to investigate and isolate problems, escalating problems beyond their technical capabilities. They will need to work closely with the other colleagues and teams where appropriate. Contribute in all kind of initiatives running within the company Support Campus to make it more valuable and drive the change.
•	Provide 1st and 2nd line technical support to users from within Europe, answering support queries via all channels call, email, chat, forum, social media etc…
•	Maintain a log of any problems detected and cause of errors.
•	To maintain a high degree of customer service for all support queries and adhere to all service management principles.
•	To take ownership of user problems and be proactive when dealing with user issues.
•	Help in the creation and updating of documentation for each product as well as taking an ownership to have up to date knowledgebase content on Support Portal.
•	To test new codes and features on both existing and new hardware.
•	Escalate problems to management and Headquarter support organization when necessary.
•	To replicate problems with test equipment.
•	Contribute to the local team by helping other colleagues with their work and provide education and coaching to others where needed.
•	Share expertise and experience with colleagues in the group, especially colleagues in the HQ and in other Support Campus locations.
•	Provide support to the Sales team in the form of pre-sales, and visit customer sites where and when appropriate (may require overnight stay over)
•	Continuous development of technical knowledge by way of training camps, in house training and on the job learning to improve knowledge on product and technical expertise in general to better service Customers.
•	Be the technical contact for assigned partners & lead key accounts technical development.
•	Contribute to creating technical videos incl. showing oneself, posting technical threads on various online platforms.
•	Be part of 24x7 Support team on a rotation based as & when needed, supporting Customers having high value environment up & running with company devices all the time
•	Excellent understanding of multiple desktop operation systems including Windows, Mac, Linux 
•	Experience of MS Office 365 applications
•	Excellent customer service skills
•	Excellent communication skills, both oral and written
•	Team player and ability to multi-task
Required Experience
•	Basic networking experience, TCP/IP knowledge, including practical experience with wireless, ADSL, LAN and WAN products
•	Basic knowledge of Switching (VLAN, 802.1p, 802.1q, 802.1w, QoS)
•	Basic Knowledge of Security (Firewalls, VPN)
Required Education
Bachelor's Degree

Native German and English are essential (reading / writing / spoken)


€35,000 per year