Key responsibilities of a Junior Technical Support Specialist :
As a member of our Technical Support team you will be the technical expert providing second line user support to a range of devices.
Your role will be to characterize, replicate and solve technical issues. You will have a physical lab at your disposal consisting of different types of devices that will help you troubleshoot and find solutions to technical challenges.
Some topics will be outside of your technical competency and you will work with different product and engineering groups to provide a solution to the customer.
Most of the customer issues are complex and they will require from you excellent analytical skills. You will support different radio communications technologies (e.
g. TETRA, LTE) and video solutions. You will use Kepner-Tregoe problem-solving methodology.
You will receive queries through our first line support and decide on channels to use in order to connect with the customer.
You will work with a variety of verticals, mostly within governmental but also commercial space and your fluency in English and German is a must (for example you will support German Federal Police, UK Police and Public safety organization in Norway and Austria to name a few).
It may happen that some issues cannot be resolved remotely and you will be required to
travel to the client site (1-2 times per year). You also need to be prepared for a on-call duty (1-2 times per year)
As a Junior Technical Support Specialist you will require :
Excellent verbal and written communications skills in German.
Excellent verbal and written communications skills in English.
Bachelor’s or Master’s degree or equivalent.
Some experience in technical support or telecommunication is an asset.