Support Technician

We are looking for a Technical Support Technician for a Cambridge based company to provide technical support to customers and provide in-house and customer training on company products.

Responsibilities

* Provide excellent support to customers, answering technical queries or escalating to tier two support engineers for resolution
* Taking a proactive approach to support ticket closure, ensuring customer satisfaction
* Take ownership of a range of tickets, including escalations to ensure that they are responded to in a timely manner
* Use the internal company knowledge base to provide consistent quality answers to customers
* Create new knowledge articles on topics where articles do not exist
* Support colleagues with their tickets and / or testing
* Actively learn about products and services to ensure you are up to date on new developments
* Manage internal support requests to ensure colleagues have the IT support necessary to complete their roles
* Maintain business servers, directories and email
* Manage PC and Laptop set-up for new and replacement products
* Develop change control processes to ensure broad skills within the team to provide continued support
* Keep up to date on best practices and continuously improve processes to meet high standards
* Maintain users, profiles and product lists
* Seek customer feedback to ensure meeting and and striving to improve service levels
* Contribute to the success of the business and assist in improving the overall customer experience
* Maintain competency and enhance professional growth and development through continuous training, education, conferences and networking


Requirements

* Educated to degree level: STEM topics is advantageous
* ITIL Service delivery qualification advantageous
* Windows Operating Systems and Microsoft 365
* Administration of Linux and Windows workstations/servers, including IT hardware and software installations
* Competent in setting up/diagnosing TCP/IP
* Familiarity with cloud-based service administration
* Database maintenance of licenses and assets
* Customer Empathy
* Collaboration
* Communication
* Problem Solving
* Stress Tolerance
* Organisation and Time Management
* Questioning and Analysis
* Attention to detail
* Excellent interpersonal, communication and analytical skills
* Precision, Reliability, Dynamism and Flexibility
* Persistent and rigorous approach to problem solving
* Strong team player
* Capable of lone working, but with the ability to build virtual networks / relationships

[ Cambridge, Salary £neg. | vacancy reference : 31019 ]

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Tel: +44 (0) 1223 423267

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