1st Line Support, with excellent progression opportunities
Recruiter
Evolution Recruitment Solutions Ltd
Listed on
16th January 2020
Location
Reading
Type
Permanent
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Would you be interested in supporting excellent customer service?Could you become an expert in the intricacies of a company's software?
Are you striving to evolve into a 2nd line Support Technician for a well-established company?
Yes? Then let's discuss your next role.
I am looking for someone who has prior business/application support experience. Supporting external customers and preferably exposure to some of the technologies involved with the software. With an emphasis on SQL server/database admin, server and client O/S, basic network troubleshooting and IIS. This is an excellent opportunity for you to progress and develop your career with a well-established and respected company in it's field.
This role is with an industry-leading hire and inventory management software company that puts its people first and helps all involved to make their best, better.
They are multi-national company that has been steadily growing in the US and now have offices in the UK and Australia. The UK office is very modern, with outstanding transport links for the M4 or walking distance from Reading train station. There is free on-site car parking for those who drive.
You can expect to be:
Providing telephone and email support to external customers and colleagues providing an excellent level of serviceLogging, prioritising and acting on calls via SalesforceEnsuring that Salesforce is updated in a timely manner so that the status of logged calls can be monitored, and problem reporting can be done effectively. This includes recording time taken to complete calls and the details of actions performed to troubleshoot/resolve support callsEnsuring that all daily tasks are carried out according to the agree procedures and within SLA'sIdentifying trends and critical issues and escalating them to other team members or management, as requiredTo be proactive in identifying areas for improvement and bringing these ideas to the attention of the relevant people and to assist in the development of the Service Desk procedures and knowledge baseDocumenting software features and business processes for use as knowledge base articles or customer fact sheetsTreating all customers and colleagues with respect and demonstrating a commitment toEqual Opportunities PolicyParticipating in testing of new releases of Syrinx productsIt is essential that you have:
Experience in a 1st Line Support or Server Support roleKnowledge of SQL Server, Server 2003 and 2008 and Terminal Services (RDP) as well as PC/client Operating Systems is all an advantageA successful track record in application supportExperience with Windows networking troubleshooting including Firewalls, DNS, DHCP & TCP/IPA strong knowledge of Microsoft environments and have proficient problem-solving skills
The soft skills I am looking for are:
Good customer service skills and confidence on the phoneEnthusiasm for technical challengesA strong desire to learn and explore new areas of technologyPatient mind for troubleshooting under pressureExcellent communication and customer service skills are essentialExcellent attention to detailAble to follow processesWillingness to learn and develop skills
It is a bonus if you are also skilled in:
IISCrystal ReportsSQL Server and a basic understanding of TSQL queriesAccounting Systems including, but not limited to, Sage Line 50, Sage 200, QuickBooks, Salesforce, Pegasus Opera, Exchequer and Access DimensionsMobile data devicesHire industry terminology and business conceptsGeneral business processes (accounting, purchasing, sales etc)
If this sounds like a role you could excel in, submit your CV and contact me, Tom at Evolution.
I look forward to discussing this further.
