Tier 3 Technical Support Engineer

Gracel Business Solutions is a Brasov based recruitment agency. Our services include Executive search, White-collar technical recruitment, Recruitment for service providers and HR consulting. Most of our clients are multinational companies, both manufacturers and service providers

• Knowledge of Spanish / Italian / German / French with English

• Respond to escalated software incidents from Tier 2 teams;
• Respond to direct escalation (hardware and software), primarily by telephone from regional field service operations and Customer’s Authorized Service Providers;
• Identify, troubleshoot, research, and resolve complex customer and field service issues;
• Deliver hardware, software and solution (Customer and third-party solutions) support using remote capabilities;
• Create knowledge solutions for use by Customers Tier 1 and 2 team members, and field service engineers;
• Engage with field support if a client visit is required;
• Escalate the incident to the “deep dive” team, regional service specialist or engineering team for engineering issues.