Technical Support Specialist (Level 2) (m/w/d)
Level 2 technical support specialist at Epson in Düsseldorf: troubleshoots printing hardware/software issues for end users, resellers and service partners, creates and delivers maintenance/repair training (onsite and virtual), and escalates complex cases to 3rd-level support. Core areas: printing technologies, OS/RIP software, colour management, networking.
- Compensation
- Not disclosed
- Location
- Not listed
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Strong technical hardware & software knowledge in printing technologies
- Knowledge of major operating systems and RIP software plus image & colour management applications
- Knowledge of main networking technologies
- Ability to deliver post-sales training
- Fluent in German and English, verbal and written, incl. technical documents & reports
- Experience in IT industry technical support, ideally in print/imaging/display industries
Nice to have
- Educated to degree (or equivalent) level
Full description
Your mission:
You will provide technical support for an agreed range of Epson products, ensuring effective troubleshooting and resolution of technical issues.
Support customers, service partners, and internal teams through technical guidance, training, and escalation management to improve product performance and customer satisfaction.
What will you do:
- Provide advanced technical problem solving to end users, resellers, service Partners and the (outsourced) Helpdesk.
- Escalate issues to 3rd level Technical Support team via the online tool as required.
- Create training course content for maintenance and repair on current and new products for service partners and service dealers. Deliver training courses on maintenance and repair of current and future products to service partners and service dealers, both onsite and virtual.
- Undertaking investigation of first time fix and re-repair rate with service partners and service dealers to ensure quality standards are maintained and improved, and customer satisfactions levels are achieved.
- Provide on site support with specific expertise to end users, resellers and service partners and service dealers, when appropriate.
- Monitor product failures to identify any ongoing problems that may require attention and provide feedback to the Manager Technical Support and 3rd level Technical Support teams.
- Where required, due to local business structure or needs, provide technical pre-sales support, which may also include supporting events and demonstrations.
- Participate in relevant internal technical community forums to share best practice and learn from counterparts across Europe.
- Support all technical enquiries that are raised to the team.
What we ask for:
- Strong technical hardware & software knowledge in printing technologies.
- Knowledge of major Operating System (OS) and Rasterize Image Processor (RIP) software plus applications for image & colour management.
- Knowledge of main networking technologies.
- Ability to deliver post sales training.
- Fluent in German and English, verbal and in writing (ability to write technical documents & reports).
- Experience working in IT industry in a technical support environment. Ideally within the print/imaging/display industries or general technology applications.
- Ideally educated to degree (or equivalent) level.
We are keen to hear from you even if you don’t match all listed requirements, but you identify with our brand and passion for innovation.