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Futurestep Dallas - Blackberry Enterprise Technical Support Analyst - French Speaking

Employment Type: Permanent
Location: East London - London, United Kingdom
Salary: 42,000.00
Languages: French, German, Italian
Required Languages: 1

Advertiser Details

  • Name:
    Futurestep Dallas
  • Posted:
  • Code:

As Technical Support Analyst you will be part of a team that provides the highest level of customer support, consultation and escalation services. Crucially, you will play a key role in supporting BlackBerry’s EZ Pass program, providing world class support to pre-existing Enterprise customers that upgrade to BlackBerry Enterprise Service 10 or new customers that are utilising the EZ Pass program (

Using your technical and advanced trouble shooting skills you will resolve a combination of known and unknown problems/incidents demonstrating the highest level of commitment and professionalism to our customers.


• Handling product specific customer inquiries/support and issues via inbound voice and email interactions, taking ownership of cases through to resolution

• Assisting with technical consultations and escalations from internal and external partners

• Collecting information and performing advanced troubleshooting of Desktop, Handheld, BlackBerry Enterprise Server and BlackBerry Internet Server inquiries from specialists and associates. Acting as a Subject Matter Expert (SME) in these platforms

• Working with support departments to ensure product improvement and enhancements

• Researching, authoring and reviewing technical/knowledge base documentation and taking ownership correcting any non-conformances with respect to processes and documentation

• Reproducing issues and determining root cause


Previous experience providing mission critical technical support to enterprise customers
Advanced level knowledge and hands-on experience with at least some of the following:

• Microsoft Windows Server Operating Systems
• Windows Client/Desktop Operating Systems
• Lotus Domino Server
• Microsoft Exchange Server 03/07/10
• Novell GroupWise
• Lotus Notes Client
• Microsoft Outlook
• Apple OS/X environment, Apple sync services and how it functions

Demonstrated professionalism and diplomacy, fostering a customer-centric culture, with a true passion for customer service

Ability to organize and present data in a clear and concise manner. Comfortable presenting conclusions and recommendations to stakeholders at various levels within the organization, including management and senior management

Flexibility to work in a 5am-6pm support environment where shifts rotate

Excellent attention to detail matched with a keen sense of discovery and investigation

Ability to work well within a positive team environment, with mentoring abilities and willingness to share knowledge and help educate others in a manner which is supportive and positive


Technical Certifications such as Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Professional (MCP), Certified Lotus Professional (CLP) or Certified Novell Administrator (CNA) is highly preferred

Experience providing Enterprise level support, working on critical issues

Knowledge and experience of supporting and using MDM solutions

Knowledge and experience of supporting and using iOS and Android based devices

Due to the nature of this position, the recruiter has requested to restrict applications by location. Only candidates in the UK may apply.

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