Tech Support Italian

Posted 6 February by Focus Resourcing

The role will see you being responsible for providing our clients Italian customers and partners with technical support for a variety of operational, network, server, or related services via telephone, chat and e-mail. The successful applicant will be working in a dynamic environment where initiative and a willingness to take on responsibility is a must. Based in the centre of Reading, with parking.

Your role:

  • Interact daily with customers in order to identify, document and resolve customer issues.
  • Provide timely, reliable and professional service.
  • Interact with various functional departments to provide timely and accurate solutions to end customers.
  • Develop policies and procedures to help strengthen the business.
  • Responsible for gathering and verifying the authenticity of the caller to ensure that they are qualified customers as listed in the verified customer account details.
  • Maintain ongoing tracking of work using approved productivity tools to ensure customer issues are properly tracked and are continuing to move toward satisfactory resolution within prescribed service level timelines
  • Assist Partners and Affiliates with enquiries and/or customer issues
  • Be available to take action on work as assigned
  • Maintain operational documentation and participate in process improvement initiatives
  • Any other ad hoc duties as required or requested by support management

The person:

  • Degree in Computer Science, IT or a related field preferred.
  • General knowledge of Enterprise Security.
  • Experience in a direct technical support role
  • Working knowledge of the Microsoft and Linux based operating systems.
  • Ability to prioritize, multitask, and make decisions in a changing and dynamic team environment are essential
  • Knowledge of web servers (e.g., IIS, Apache), application servers (e.g., WebSphere, WebLogic, Tomcat), networking (TCP/IP, routers, firewalls, load balancers)
  • Strong analytical, troubleshooting, organizational, and problem solving skills.
  • Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.
  • Ability to work in a collaborative team environment.
  • Excellent English language communication skills, both verbal and written are required
  • Business Level Italian language skills is required

Desirable:

  • Knowledge of IT Security products, PKI, authentication, single sign-on, identity management, fraud detection or access control products.
  • Databases (e.g., Oracle), and LDAP directories (e.g., Active Directory, Sun One Directory Server).
  • Experience with virtualization software knowledge, such as, VMWare ESX server.
  • Experience with Salesforce, Remedyforce or other CRM (Customer relationship management) an asset.

Reference: 34412392

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