Support Technician - IT & Product Support, – Jobs24.co.uk
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Support Technician - IT & Product Support

Horizon Search & Selection Ltd

Published
25-09-2018
Job ad details
Published
25-09-2018
Expires
23-11-2018
Job ID
329884241
Job type
Full-time
Permanent
Salary level
£25 - £30  per year
Job sector
IT, Telecoms

We are currently working with an impressive Technology company based in Cambridge who have a requirement for a Support Technician to join their busy and expanding team. 

The company are a leading developer of Industrial Inkjet Software, Drive Electronics, Components and Systems. Their products drive thousands of Printheads and Scanning Systems all over the world. 

As well as providing first line product support to customers, this role will also assist in the IT support internally for the business. This will include maintaining the companys hardware, software and network products. In-house training and customer training on company products and some system administration on the companys Salesforce platform. Acting at all times as an ambassador for the company supporting customers via multi-channels including phone, email, messaging TeamViewer and face-to-face.

Duties and responsibilities will include

Product Support

Provide excellent support to customers, answering technical queries or escalating to tier 2 support engineers for resolution
Take responsibility for a range of support tickets to ensure they are responded to within a timely manner, use the internal knowledge base to provide consistent quality answers to customers
Create new knowledge articles on topics  where they do not exist
Actively learn about company products and services to ensure you are up to date with all new developments

IT Support

Manage internal support requests to ensure colleagues have the IT support necessary to complete their roles.
Develop change control processes to ensure we have board skills within the team to provide continued support.
Keep up to date with best practices and continuously improve our processes to meet the standards

Salesforce Administrator

Become the company administrator for Salesforce which is the companys in-house system to record all sales and service
Maintaining users & profiles and product lists
Working with the HoCX to develop the functionality around the system architecture
Continue to develop Salesforce skills and keep up to date with new features and developments

Other responsibilities will include:

Seek customer feedback to ensure we meet and continuously  improve service levels
Assist in improving the overall customers experience
Maintains own competency and enhances professional growth and development

In order to be considered for this role, we require a confident candidate with a brilliant capacity to learn and retain technical information. Previous experience within an IT support role too would be highly desirable. The following skills and attributes are required:

Ideally you will be hold an Higher Education IT related qualification with STEM topics knowledge
ITIL Service delivery qualification would also be highly regarded
Windows operating systems & Microsoft 365
Using windows PCs with the ability to install software, check driver versions, collect crash dumps and check specifications
Competent in setting up/diagnosing TCP/IP- Networking, Security, Firewalls, Backup systems.
Administration of Linux & Windows workstations/servers, including IT hardware and software installations
Database maintenance of licences & assets
An appreciation of networking and competent on MS office software
Familiarity with cloud-based service administration
Ideally some experience of working within a Help desk support / Customer Support role and experience of ticket/ case management would be advantageous but not essential if you are a confident communicator with the relevant educational background
Outstanding customer service skills and the ability to effectively reprioritise as necessary
The ability to extrapolate information and anticipate the customers next question
Good written and verbal communication 
Able to present information clearly and concisely to an audience.
Ideally some experience within the Inkjet industry would be advantageous
Brilliant organisational skills

In terms of the right person for the role; this position will suit an organised, effective technically minded communicator who is seeking a role within a collaborative environment. Excellent people and effective communication skills are required along with a passion for attention to detail. Strong problem solving skills and the ability to remain calm and think clearly under pressure. Ideally some practical electronics and programming skills would also be really helpful. 

A competitive salary and excellent benefits are also offered with this interesting role.  If you would like to know more about this position please do contact Gemma Turp on 01379 898474 or visit the Horizon Search and Selection Website. To apply, please send your CV to Gemma Turp today.

Due to the high volume of CVs we receive on a daily basis unfortunately we are unable to provide specific feedback on each application, should you wish to discover the reason you may have been unsuccessful please dont hesitate to get in touch with us.

Apply now

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Job ad details
Published
25-09-2018
Expires
23-11-2018
Job ID
329884241
Jobtype
Full-time
Permanent
Salary level
£25 - £30  per year
Job sector
IT, Telecoms