Technical Resoution Specialist

Toshiba Europe Ltd; West Bromwich; Hybrid; GBP 24,000 - 34,000; Full time

Job summary

Toshiba Europe Ltd in West Bromwich is seeking a Technical Resolution Specialist to join our Hybrid role within the Service Excellence Centre. You will help customers diagnose, troubleshoot and resolve technical issues across printers, MFDs, software and connectivity, working remotely and on-site as needed.

We value strong customer handling and base technical knowledge, with the ability to learn quickly on product training and collaborate with field technicians.

Qualifications

• Customer-focused role experience.
• Ability to understand and explain technical issues to non-technical customers.
• Willingness to learn product training for printers/MFD and software.
• Experience with remote troubleshooting is a plus.

Responsibilities

• Configuring print drivers for multiple devices.
• Coordinating and supporting remote installations.
• Supporting MS Windows, MS 365 and networking.
• Supporting print management and document workflow solutions.
• Liaising with field technicians to resolve issues.
• Ordering spare parts as required.
• Working to agreed deadlines and SLAs.
• Identifying and escalating issues using the correct process.
• Maintaining records and updating ServiceNow and internal communications.
• Keeping the customer informed throughout the resolution process.

Skills

Strong communication

Customer handling experience

Troubleshooting mindset

Problem solving

Learning agility

Tools

MS Windows

MS 365

Networking

Print drivers

ServiceNow

Job description

Technical Resolution Specialist - West Bromwich (Hybrid)

Are you a strong communicator, with a drive to solve technical problems and ensure a seamless experience for the customer?

We are looking to fill two roles within our newly created Service Excellence Centre, supporting our customers to diagnose, troubleshoot and resolve any technical issues with our printer, multifunction device, software and connectivity issues remotely.

This is an excellent opportunity for someone with solid experience in a customer-focused/ customer handling role, to launch a career in technical support within a global Business. You will need to demonstrate some base level technical knowledge and ability, with an understanding of different operating systems and hardware, and an ability to connect devices to different applications and operating systems.

This would suit someone with experience in a technical helpdesk position however, specific product training around our printer/ MFD and software technology will be provided, so if you can demonstrate genuine technical knowledge, aptitude and a drive, desire, and ability to learn, your application will be considered.

In The Role You Will Be

• configuring print drivers


• coordinating and supporting remote installations


• supporting MS Windows, MS 365, networking


• supporting print management and document workflow solutions


• liaising with field technicians


• ordering spare parts


• working to agreed deadlines and SLAs


• identifying and following correct process for escalating issues where needed


• maintaining records, updating ServiceNow and communication channels with various internal teams


• ensuring the customer is kept informed throughout

Experience in all of the above is not essential however, strong customer handling experience, along with a proactive attitude towards problem solving, and an ability to demonstrate a base level technical knowledge is expected.