LEVEL 3 TECHNICAL SUPPORT REPRESENTATIVE
Business Area: Cebu Global Customer Services
Job Summary:
Responsible for providing technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and/or complex software. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.
Competencies, Skills, Knowledge & Abilities:
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PRODUCT KNOWLEDGE
- High level knowledge in Lexmark Products and Solutions
- Recognize defects and bugs of Lexmark products and works with Product Engineering
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PROCESS OWNER
- Knowledgeable in Technical Support Escalation process.
- Implement change and improvement to processes.
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CUSTOMER AND CALL HANDLING SKILLS
- Can work with difficult customers.
- Resolve customer complaints.
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COMMON OPERATING SYSTEM, SERVER AND APPLICATION KNOWLEDGE
- Experience with Mac, Linux and Unix operating system.
- High Level knowledge of Mainframe and iSeries systems.
- Comfortable with Microsoft’s server OS’s and associated networking services: Windows 2000/2003/2008, Active Directory, Kerberos, LDAP, DNS, D-DNS, DHCP, Radius, SMTP.
Education, Experience and Certifications Basic Requirements:
- Bachelors or Master's degree in Information Science, Computer Science, Engineering or the like.
- 2 Years IT or networking related experience required; 1-2 years' experience in Lexmark Software support.
- Previous Technical Support experience handling 2nd level contact escalations.
You may send your application to recruitment@lexmark.com.