Operational Support / 2nd Line / IT Support / Remote Support

Job Title: Operational Support

Salary: Starting at £17,686 with opportunities to progress

Based: Bangor

The primary function of the Operational Support team is to highlight and own any exceptions in the day to day running of UK Operations, using a good technical understanding of all products, processes and operational procedures. This knowledge will be used to effectively handle all exceptions through to resolution. As a secondary responsibility the Remote Services Operational team will build strong work relationships with the Field Operational Support team to provide regular feedback and interaction to assist with the development of support staff and operational processes. This team will contribute proactively towards improving UK Operations working methods to maximise remote fix opportunities and improve customer service delivery.

Specific Responsibilities/Key Tasks:

• Maintain an advanced technical understanding of the products supported.
• Provide technical assistance and operational advice to UK Operations Service Engineers.
• Provide Operational audits to internal departments to ensure process and technical compliance is being adhered to.
• Identify changing priorities through exception management and adapt working methods to maintain service delivery stability.
• Actively seek improvement to technical knowledge and product understanding across all products supported by the company.
• Proactively seek improved working methods to maximise remote fix opportunities and improve customer service delivery.
• Provide clear communication to customers and internal departments regarding incident progression/closure ensuring a professional approach is adopted at all times.
• Lead by example and always promote a positive attitude and outlook on any given situation.

Person Specification:

• Proven technical experience and understanding within a software support environment required
• Good general education
• Computer literate including proficiency with Office applications
• Problem solving and troubleshooting skills using own initiative
• Ability to prioritise tasks
• Ability to work in a high pressured environment
• Flexibility with working hours, including working a rota over 7 days a week
• Conduct themselves in a professional manner at all times

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of; IT, Operations Assistant, Operations Manager, Support Administrator, IT Administrative Assistant, Operations Support, IT Operations, Systems Administrator, IT Administrator, Office Clerk, Business Support, Client Services, IT Resource Clerk, 2nd Line Support, Helpdesk Support, Fault Desk, 2nd Line Helpdesk Engineer, IT Systems Engineer, IT Systems Technician, IT Systems Support, Helpdesk Analyst will also be considered for this role.