IT Support Senior Technician - Level 2 - Multilingual

50000.00 GBP Annual
06 Oct 2017
03 Nov 2017
Contract Type
Full Time
It is an exciting time at Insight, as we seek to expand our solution offerings across EMEA, focusing on the latest technology and innovation that will add real value to businesses. Whether Cloud, Data Center, Mobility, Network & Security or Office productivity solutions, Insight's unique model combines an array of advanced services and expert technical resources, bringing essential skills and helping customers by implement truly strategic technologies

We currently have some great opportunities within our Insight Managed Services team as a level 2 technician (IMS support Senior Analyst). We are looking for candidates with an additional language to English and are keen to hear from people who speak fluent Swedish, Italian, Dutch or French.

This role is the central interface between our Customers and the Managed Service Centre Operations Team and is a critical for the success of our business. It is essential that the candidate understands their responsibilities and is happy to represent the Customer internally, to ensure correct service levels are maintained at all times.

We are looking for dynamic individuals who are consistent and have great attention to detail. Candidates would need to be pro-active in following up on issues and be able to drive the repair activities internally and ensure the customer has timely receipt of updates and any requested information.

Candidates need to be happy to work in a high pressured environment. They need to be able to work on their own initiative or as part of a team and be able to prioritise their own work effectively.

The candidate is expected to be a role model and support for the Analysts.

Key duties and responsibilities:

Respond to all customer queries (voice, email or IM) in a professional and courteous manner.
Respond to any events within our ITSM Solution and work through the Incident process efficiently & effectively
Communicate all relevant service details to the Customer in an appropriate communication method for the client and nature of service, recording any actions taken.
On occasion, the candidate will be required to attend customer sites.
Process RMA's or Collections keeping relevant parties informed of any updates or timelines.
Coordinate engineering resource either internal or third party and update customer.
Diagnose and resolve complex post sales technical enquiries
On occasion, identify order status and stock availability
Accept and direct escalations either internally or via third party
Coach and act as a role model to Junior Members of the team

Skills and qualifications needed:

ITIL Foundation Certified
2 years Customer Service Experience minimum
Excellent attention to detail.
Good communication and organizational skills.
MCSA Cloud
MCSA Office 365
Previous Experience of working within a service desk
Fluent in Swedish, Dutch, Italian or French

Hours of work: 08.00 - 16.30

Salary: Up to GBP30,000

What's so great about Insight's culture? The excitement. The energy. The way you can see success all around you - and find it for yourself. If you come to Insight with a strong work ethic and an eye for success, you'll find dozens of people reaching out to help you achieve your goal.

This is a great opportunity to be part of, and drive, the future direction of Insight. We offer a competitive remuneration package and excellent benefits, with the chance to work in a rewarding environment and with a high level of autonomy and creativity.