Your Title: Customer Support Engineer - Second Line

　　Job Location:Belgium - Leuven or Ieper - Hybrid or Germany, Poland - Remote

　　Our Department: Transportation & Logistics

　　Interested in positioning yourself with an innovative industry leader and becoming one of our experts?

　　Do you want to help support customers from across Europe to get the best out of our software, allowing them to increase their transportation efficiency.

　　We are seeking a Second Line Support Engineer to join our Customer Support team who is commutable to our Leuven or Ieper office in Belgium OR a remote Second Line specialist based in Germany or Poland. If you are based in Belgium, this position would be hybrid working so you would work from one of our offices on average 2-3 times per week.

　　As a Second Line Support Engineer, you are responsible for analyzing, diagnosing, and solving software and hardware related incidents, requests, and problems. You work as a technical expert to manage incidents which were not resolved by first line support. You will support end-users with a high-level of customer service, to the standards of our customer. Finally you will help to automate first line tasks and activities. In this role you will report to the Support Manager and you occasionally will be asked to travel to the other site in Belgium. Knowledge of Unix is a major asset in this function.

　　Measures of Success:Research and identify solutions to software and hardware issuesDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemTrack terminal devices issues through to resolution, within agreed response timeTalk customers through a series of actions, either via phone, email or chat, until they've solved a technical issueWork closely with First Line to increase the knowledge and effectiveness of the teamProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customers and follow up to ensure full functionality after troubleshootingEnsure all issues are properly loggedPrioritize and manage several open issues at one timeDocument technical knowledge in the form of notes and manualsHave a customer mindset and maintain jovial relationships with customersSkills & Experience:BS degree in Information Technology, Computer Science or relevant field or proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar roleHands-on experience with Windows/Linux/Android environmentsGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and troubleshoot basic technical issues, ITIL certification is a plusFamiliarity with remote desktop applications and help desk softwareAbility to provide step-by-step technical help, both written and verbalAdditional certification in Microsoft, Linux, Cisco or similar technologies is a plusCollaborative, flexible attitude with strong commitment to provide excellent customer serviceGreat problem-solving and communication skillsFluent in English and either Dutch, French, German or PolishSalary & Benefits:Competitive salary based upon your experience39 hours per weekMeal vouchersEcochequesHomeworking allowanceInternet allowanceCompany car allowanceAnnual Leave 27 days - 20 Leave Days + 6 Days in Lieu + 1 Additional Leave Day as a "Day of Service" (or whatever you wish to use it as)Life Assurance 4x base salaryAccess to our Employee Share SchemeAbout Trimble Transport & Logistics

　　We are a division of Trimble, whose positioning solutions are used in over 100 countries and in diverse lines of business, ranging from Agriculture, Construction and Surveying to Fleet Management, Public Safety and Consumer Applications. At Trimble, employee satisfaction goes hand in hand with customer satisfaction. Our goal is to build strong relationships that create a robust company and a profitable future. Position yourself with an innovative leader and position yourself for success! Trimble Transport & Logistics is the leading provider of advanced transport management solutions that maximize productivity and enhance profitability for our customers. We are an exciting, entrepreneurial company, with a history of exceptional growth coupled with a disciplined and strategic focus on being the best. For more information, visit our website at www.trimbletl.com