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Service Desk Engineer with German

Ref: 9221994

  • €30,000 - €40,000
  • 22 Oct 2020
  • Cork (Centre)
  • Perm

An experienced Service Desk Engineer with fluency in German and English is required to join an Irish owned global organisation servicing a combination of Fortune 500 clients and high growth companies in the pharma, life sciences and IOT/manufacturing sectors. Provides a wide range of technical support services for customers of IoT & MiFi hardware. Using phones, email, & CRM system, serves as customers’ primary post-sales interface. Facilitates Return Merchandise Authorization and basic troubleshooting on cellular modems, gateways, and routers. Ensures an excellent customer experience with professional communication and follow-up. Typical customer use cases include: mobile data services, network security, advanced wireless technologies, wireless video, specialized software applications, systems integration and more. What you will do: • Respond quickly and professionally to customer support requests • Assist customers with basic configuration and usage of cellular data devices • Capture logs and details of newly reported device issues, escalating support requests to engineering group as needed • Facilitate customer requests for device repairs and RMAs (Return Merchandise Authorization) • Capture details of customer requests and resolution steps in CRM (Customer Relationship Manager) system • Contribute to knowledge base and customer-facing self-help documentation What you need to do the job: • Knowledge of various networking technologies including TCP/IP, WLAN and WWAN • Applied knowledge of IP addressing, DHCP, port forwarding, VPNs, and routing • Ability to facilitate discussing and conveying complex technical information effectively and professionally over the phone and through email correspondence • Demonstrated ability to assist customers with technical requests related to hardware, software, cloud-based services, IT, networking, cellular connectivity, or ISP products & services. • Fluent is Arabic and English. • 3 years minimum related experience and/or training