Technical Support Agent

We are recruiting for our IT client that are looking for someone to assist their customer with IT queries, so if you like working with computers and enjoy helping people this role will be ideal. This is a fantastic opportunity for someone starting out in their IT career or possibly already working in a 1st line IT help desk support type role and want to join a company where they feel truly valued. Our client offer a competitive salary lots of company benefits and ongoing training and development.

The client is based just outside of Peterborough towards Stamford so you will need to

drive.

THE OPPORTUNITY

The Technical Support Agents work directly with their customers to educate them on features, diagnose issues and carry out remote remedial work to our software. Day-to-day, they work with Linux (Debian) and MySQL and this is a great opportunity for those with skills or an interest in these areas. Every member of the support team also receives direct support from their colleagues, supervisors and management, so a problem for you can be solved by all. They are also passionate about training and skill development, so an advanced knowledge of these platforms isn t required from day one.

WHAT YOU LL BE DOING

• Understanding the operation of our bespoke software systems, the hardware and software for the both applications, and to seek ways to improve the reliability and performance of the systems.
• Take customer calls and attempt to resolve the customer s enquiry or issue by remotely connecting to customer sites.
• Telephone customers and talk through certain functions, and explain the causes and solutions to the problems.
• Participate in the out of hours support rota (this could amount to 1 week in 8)
• Escalate issues to your line manager as appropriate (and according to procedure)
• Maintain a high level of call logging issue quality (ensuring others can follow your work)
• Liaise with customers professionally at all times
• Participate in ongoing training as systems evolve and new features or functionality is built
• Ensure the working environment is kept tidy and professional at all times
• Ensure that your own technical knowledge is kept up to date

YOU SHOULD APPLY IF:

• You have demonstrable organisation skills, including time management, prioritisation of tasks, and self-motivation
• You are professional in manner, approach, appearance and confidence
• You are motivated to learn and disseminate information.
• You have a strong work ethic.
• You have strong attention to details
• You are hard-working and committed, with a sense of humour

MINIMUM REQUIREMENTS:

• Excellent IT literacy, fast accurate keyboard skills
• Confident and clear communicator (verbal, written and listening skills)

Proven track record in customer service and support