Technical Support Lead – 6 Month Fixed Term

Posted on Jun 10, 2019 by CV-Library

Wallsend, Tyne & Wear, United Kingdom
Wholesale Trade
Immediate Start
£25k - £30k Annual
Technical Support Lead – 6 Month Fixed Term

My client is a specialist in diesel power sales, repair and maintenance with a team of over 50 highly experienced OEM trained engineers with expertise across multiple disciplines and all engine types.

Job Summary:

To provide 1st and 2nd line technical support to all clients while managing and maintaining support processes and procedures. You will assist the service team in with; planning, labour utilisation and logistics where appropriate.

Main Responsibilities:

* First line helpdesk support for all requests and handling of all non-technical queries and tickets

* Second line support for all requests, with assistance from the technical and development team where required

* Ensuring SLA’s are managed in a timely manner in response to client requests

* Working with the logistics team to arrange on-site visits and/or hardware RMA where appropriate.

* Communicating with customers about issues and their resolution and liaising with the development team to plan improvements based on common support issues.

* Quickly resolve all issues either personally or by effective delegation

* Ensure weekly technical ticket reports as defined by contracts or manager are submitted within defined timescales.

* Develop continuous improvement in all operations, processes and policies.

* Ensure that all job specific reports and paperwork are completed and stored electronically

* Ensure that all work is carried out in accordance with company Quality Management Systems and to customer specifications

Essential Experience:

* Experienced in covering 1st and 2nd line support both remote and client facing.

* Windows Server 2008 / 2012 / 2016/

* Supporting Office products including Office 365

* Active Directory / Group Policy / Citrix

* Windows operating systems - Windows Desktop 7 / 8 / 10

* Excellent verbal and written communication skills

* Organized with strong interpersonal skills

Reference: 210188474

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