Position Overview
Technical Specialist Remote Support
We are currently looking for a Technical Specialist Remote Support, who will be reporting to the Customer Support Manager. (S)he will be responsible for the ownership and 2nd line resolution of Incidents and Service Requests for AGFA HealthCare’s Northern Europe customer base.
Location: Leeds, UK (hybrid working, 50% at home and 50% in our office in Leeds)
Scope of duties:
Lead, diagnose and troubleshoot 2nd line Incidents and Service Requests – (50% of your time) Accurately record and triage newly reported Incidents and Service Requests to ensure a prompt and accurate line of investigation – (10% of your time) Take ownership of Incidents and Service Requests, and prioritise your own workload with a continual focus on customers SLAs, ensuring Incidents are resolved within SLA - (10%) Escalate Incidents, as needed, on behalf of the customer to appropriate ...