£35000.00 - £40000.00 per annum
about 1 year ago
The successful candidate will provide a range of technical support for internal and external customers. They will require an aptitude for working with peripherals and associated Software Development Kits (SDK's) to undertake analysis, diagnosis and resolution of issues associated with our document reader solutions. You will need to be able to obtain SC Clearance (or have this already) to be considered.
Role specific responsibilities:
*Act as a proactive member of the support team.
*Receiving, logging and managing issues in the designated Support Tracking system.
*2nd and 3rd line support - troubleshooting hardware or software issues related to Document Reader portfolio.
*Escalate unresolved calls to 4th line (Development) teams.
*Take ownership of assigned tasks, follow up the status of problems if/when escalated proactively seek feedback from the end user either directly or via the 1st line support specialist.
*To maintain a high degree of customer service for all support queries and adhere to all service management principles.
*5 years previous IT Service Desk and/or Call Centre experience ideal.
*Incident Management experience - Managing incidents including business expectations and communication.
*Strong knowledge of operating systems.
*Advantageous to have an understanding of programming languages such as C#, C++, Java.
*SC Security cleared or capable of obtaining SC status.
*An ITIL qualification is preferable but not essential.
*HND in a computer related subject or extensive relevant job experience.