German speaking Anti Virus Product Support Specialist – Permanent (Aylesbury)

My client is a world-leading technology and outsourcing business is looking to recruit an experienced German speaking Anti Virus Product Support Specialist.

As the Product Specialist you will be supporting anti virus suite of products. You will be responsible for providing value added technical service of fault recording, diagnosis, problem solving, escalation and resolution delivery for premiere Enterprise customer base.


MAIN RESPONSIBILITIES
•Provide, during specified working hours, technical support
•Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution.
•Provide onsite technical support of customer issues in those circumstances where remote resolution has failed.
•Take responsibility for establishing and maintaining effective communication with the customer\'s designated contact as required to ensure the customer\'s complete satisfaction with the company\'s products and support services.
•Take responsibility for the escalation of any issues as required for assistance and/or to maintain established SLAs.
•Log all activity associated with any service request .
•Submit suggestions for new Knowledge Base articles as well as any potential improvements that can be made to existing articles.
•Ensure compliance with Service Level Agreements.
•On Call 24 x 7 fon a rotational basis
•Identify Customers technical needs and manage as required

PERSON SPECIFICATION
•Strong personal computing skills in Windows 2000/XP and Windows Server 2003
•Extensive knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies.
•Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations.
•Solid knowledge of the use and configuration of virtual environments such as VMWare.
•Experience in customer service/customer technical support.
•Experience in technical support environment with named or dedicated accounts.
•strong technical troubleshooting skills.
•Ability to multitask and prioritize job requirements.
•Strong personal and telephone interaction skills at the business professional services level
•Excellent English written and verbal communication skills
•Experience in the management of Enterprise customers.
•You must be fluent in German and English

DESIRABLE
•Tertiary education, either University or Technical College, in computer science or a related field
•Industry recognised certifications, i.e. CompTIA Security, CISSP Certification, MCSE.
•Progress towards, or completion of, certifications with Microsoft, Sun, or Linux is desired.


This is an excellent opportunity to develop your career in a highly rewarding role. Apply now to avoid disappointment.