Key
Recruitment Ltd are currently recruiting for a Technical Support Specialist
to work for a global leading company at their site in Camberley.
Outline
of Role:
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.
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.
Essential
Attributes:
·
An
eye for detail, but pragmatic and flexible in approach to suit project needs.
·
Excellent
logical analysis skills and problem solving.
·
Willing
to work to different time zones occasionally.
·
A
tenacious, dynamic team player with a passion for technology and enjoys working
·
in
a fast-paced environment.
·
Excellent
communication skills and telephone manner.
·
Good
organisational skills
·
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.
·
Will
be a self-motivated achiever who gains satisfaction from the daily challenges
of replicating/isolating and resolving customer issues.
Qualifications:
·
SC
Security cleared or capable of obtaining SC status.
·
An
ITIL qualification is preferable but not essential.
·
HND
in a computer related subject or 5 years of relevant job experience.
Other
Information:
·
Salary:
up to £17.95 per hour (D.O.E)
·
Temporary
for 12 months
·
Hours
of work : Monday-Friday 09:00-17:00 / 37.50 hours per week