2nd Line Support Engineer

2nd Line Support Engineer – Leeds

The main purpose of this role is to provide Tier 2 support for applicable products and technologies to all areas of the B2B Services Network Infrastructure (e.g. Repair Centres, IT Resellers, End Customer ). The scope of support typically includes 2rd level technical assistance, investigation of technical issues, review of Service Orders for accuracy and detail, definition of solutions, Construction of detailed escalations via ticketing system, compilation of technical bulletins/ Customer FAQ responses and assist in defining/implementing product reworks.

Key Acountabilities:

• Provide 2nd level technical support within Call Centre to end customers and Authorised B2B Service Centre Staff
• Investigate product technical faults to provide explanation of;
  route cause
  • proven technical resolutions
  • clear escalation and reporting to B2B service through defined processes and systems
• Monitor/review at required intervals all required KPI’s and instigate actions to ensure achievement
• Monitor/review at required intervals all required KPI’s and instigate actions to ensure achievement
• Work with Head Office colleagues to develop improvement programs, attend training events, attend team meetings.

Key Skills Required

• Proven experience of B2B Technical Support role or equivalent
• Statistical and Technical Analysis experience
• Field print support experience
• Knowledge of Quality Management and Auditing
• Proven knowledge of and experience in B2B service management operations
• Proven experience of customer facing meetings at managerial and technical level.
• B2B technology experience

If this position is a good fit to your skill-set and experience, please apply for immediate review.