2nd Line Support
Job Title: 2nd Line Support Salary: £32,000paLocation: St AlbansWho will you be working for?A global leader in restaurant technology who produce top of the line hospitality hardware and software.
It’s a fast-growing market with plenty of room for growth and exciting opportunities.What are we looking for?As a motivated team player with a high sense of urgency for customer satisfaction, the 2nd line support will perform first and second level technical support in a fast-paced environment.
That includes but is not limited to returning calls from customers promptly and responding to user inquiries with an appropriate level of urgency based on documented SLAs.Someone with experience as a Tech Support Help Desk working 2nd/ 3rd line support within the hospitality industry is extremely desirable, as well as having someone happy to work face to face with hospitality customers in the UK.Responsibilities –
-Assist customers with installs, upgrades and configuration issues while performing as a subject matter expert on all SW/HW products. -Create and update support tickets daily using FreshDesk ticketing system.
Will take ownership in the process of monitoring and escalating issues as needed while being accountable for resolution or closure. -Display excellent client service and communication skills while demonstrating a proactive and solution-oriented problem-solving focus.
Will maintain integrity and follow up on all questions, problems, suggestions and feedback from customers. -Possess the willingness and availability to participate in an on-call rotation to provide after-hours and weekend support. -Maintain the desire and skill to develop strong partnerships with customers, resellers, team members, and other technical groups is necessary.
Skills – · -Ability to communicate professionally and effectively in oral and written format.· -Well organized, logical thinker, possessing great attention to detail.· -Must learn software and hardware very quickly and be able to identify differences between products.· -Must be self-motivated with the ability to manage multiple projects simultaneously.· -Must be available evenings and weekends when on-call.· -Experience troubleshooting and configuring TCP/IP networks in a Microsoft Windows environment.· -Previous experience in an IT/Desktop support environment.If you are keen to discuss the details further, please apply today or send your cv to Hayley