Experis delivers a powerful blend of top-tier talent and expert solutions that propel success. We specialize in IT resourcing, project solutions, and managed services, empowering organizations to develop individuals and teams ready to thrive in the digital age.
Technical Support Engineer
Are you passionate about delivering exceptional technical support to B2B clients? Do you thrive in a dynamic and innovative environment? We are looking for an experienced Technical Support Engineer to join our clients B2B Customer Experience team, focused on providing top-tier service for their business customers.
Key Responsibilities:
- Provide end-to-end technical support for B2B clients, troubleshooting and resolving issues related to fixed B2B convergent products & services, applications, and network elements.
- Ensure that customer service KPIs and SLAs are met by coordinating incident resolutions and communicating clearly with clients via phone or in writing.
- Conduct technical impact analysis for each issue, assigning appropriate priorities, and escalating to Service and Account Managers when necessary.
- Act as the central point of contact for internal and external partners, facilitating clear and efficient communication during technical incidents.
- Trigger and manage technical escalations during critical incidents, ensuring customers are kept informed of progress throughout the process.
- Ensure adherence to SLAs and work to reduce Mean Time To Repair (MTTR) by challenging proposed solutions and coordinating stakeholders via conference calls when needed.
- Share knowledge with colleagues and update work methods regularly to maintain a high level of technical expertise within the team.
Your Profile:
- Ability to prioritize and work under pressure within structured processes.
- Strong technical knowledge of TCP/IP protocols, Fixed Access (IPVPN, Corporate Internet), and IP network troubleshooting.
- Fluent in Dutch, French, and English, with excellent communication skills tailored to a customer-centric approach.
- Methodical and rigorous in applying incident resolution techniques.
- Flexible with working hours and available for shifts, especially during escalations or high business impact situations.
At Experis, we proudly refer to our IT consultants & freelancers as ambassadors because they truly embody our brand. Each day, they bring their expertise to world-class companies, consistently delivering outstanding results.
When you join Experis, you benefit from more than just an attractive salary package:
- Diverse Opportunities: Engage in varied assignments with state-of-the-art companies, both large and small.
- Continuous Learning: Enhance your skills through personalized training paths and mentorship from your dedicated talent coach.
- Career Development: Receive tailored advice to help you shape the career you've always envisioned.
- Collaborative Environment: Enjoy working with great colleagues in a fun and supportive team atmosphere.
Become an ambassador for Experis and elevate your career while making a real impact.
