French Speaking 2nd Line Support Engineer

To solve end users problems, the direct provision of telephone/e-mail support to end users and internal staff on all aspects of specific software intensive products and hardware, especially broadcasting equipment, video-conferencing, projectors and public display.

Manage the case queue ensuring each case is dealt with timely, informing the relative individuals of progress.

Highlight issues timely and when required escalate to managers to gain direction and conclusion.

Keep customer and relevant individuals informed of progress to closure.

Key Responsibilities:

• Provide direct, first and second level detailed operational advise to European customers on content creation, video conferencing, image projection and digital imaging products.
• Operate remote diagnostics equipment and undertake hands on investigations to recreate problems and find solutions.
• Manage outstanding issues, taking appropriate follow-up action in order to resolve them to the customer's satisfaction.
• To build and develop relationships with Sony customers and other Sony organizations.
• Contribute to the knowledgebase of problems and solutions, making information available to internal customers through appropriate systems.
• Ability to assess and make decisions
• Proactive approach to resolving issues and courage to reach out to decision makers
• Good analytical and problem solving skills

Key Performance Indicators:

• NEP survey
• Deliver SLA's associated with the internal case queue as per the priority assigned
• Management of @35 upwards inbound technical contacts per day
• Contribution to the resolution of @1500 issues reported to department per month.

Key Competencies

• Ability to assess and make decisions
• Communication level 2
• Building Relationships level 2
• Influence and Negotiation level 2
• Team work level 3
• Decision making level 2
• Technical skills

Interested?

Parkside Recruitment Ltd is acting as an Employment Business in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.