Implementation and Support Technician
- Recruiter
- Anonymous
- Location
- Radstock
- Salary
- Bonus Scheme
- Posted
- 22 Dec 2016
- Closes
- 19 Jan 2017
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
Our client based in Midsomer Norton is looking for an IMPLEMENTATION & SUPPORT ENGINEER, reporting to the Operations Director and responsible for the implementation of projects for new systems and the support of products and systems supplied by the company.
This is a small company that is seeking to grow by providing a high level of customer service, the implications of this are that everyone working in the company will, in general:
(a) develop an understanding of a wide range of activities;
(b) need to develop a broad range of skills so that the range of activities can be covered effectively; and
(c) often work together with other team members on certain activities.
The job involves working from the operations base in Midsomer Norton; there is the occasional need to visit customer sites from time to time.
Reporting to:Operations Director
Responsible for: Working with Implementation and Support Engineers on the implementation of projects for new systems, and the support of hardware products and software systems supplied by the company.
Key Responsibilities
1Project implementation
The company uses a project management approach to implementing major customer orders, which usually involve the supply of hardware, configuration and remote installation of software, system testing and customer training. A range of technical issues usually arise during project implementation which require a structured approach to problem solving.
The I&ST will work on the implementation of a range of projects. This involves:
*Testing and firmware flashing clocking terminals
*Acting as first line support/dispatch answering the support line and either addressing the issue or scoping it and creating a ticket for others.
*Awareness of project documentation including project plans.
*Liaising with customers to obtain further details of customer requirements and their IT environment.
*Working with others on the configuration of software packages to meet customer requirements.
*Learning how to remotely install software packages on customer sites.
*Developing a knowledge of how to test systems and resolve problems.
*Contributing to customer training usually on-line but from time-to-time at customer sites.
Projects may include upgrading existing software to newer versions, relocating software involving a re-installation process.
2Providing a comprehensive customer support service
The company provides a Technical Help Desk support service to its customers covering a wide range of issues on current and legacy products. This requires a structured approach to problem solving to identify the real issue to be solved and to implement a solution. Diagnosis is aided by using a range of technical information including technical Knowledge Bases. Many support activities are carried out by remote access to systems installed on customer sites.
Support activities are recorded using a Help Desk database, which logs each new support requirement, its progress to resolution and status.
Additional information gained on problem resolution is added to the Knowledge Base for future use.
The I&ST will contribute to all activities in connection with the in-service support of customers including:
*operating a Help Desk service
*diagnosis and resolution of support issues.
*maintaining Help Desk records
*updating the Knowledge Base
*visiting customer sites to undertake support activities
*contributing to on-line or on-site training courses for systems requiring support.
*liaising with customers and making courtesy calls as appropriate
3Providing technical support for sales activities
This can include, for example, testing the functionality of software to establish whether customer requirements can be achieved.
4Management of materials
*Unpacking and booking-in goods received
*Inspecting and/or testing goods received according to agreed procedures.
*Maintaining stock records for items held in stock.
*Preparing Return Notes and despatch of returned goods to suppliers.
5Maintaining a quality standard
Maintaining a high level of quality in all aspects of the job. Following company procedures where they have been formalised.
6Working with customers
Working with customers requires a degree of tact and diplomacy in order:
*to help and resolve problems when providing support or
*to elicit customer help and cooperation in obtaining information or
*to provide customer training either remotely or on site.
A polite and considerate standard of behaviour is needed in all contact with customers and competitors. Nothing should be said or done which may reflect adversely on the company.
Experience
*A working knowledge of IP networks and IP addressing
*A keen interest in a range of IT activities
*Understanding and experience in customer support
If you have all the above skills and would like to be considered for this role, please send your current CV or call Bee for more information.
Simple Recruitment (South West) Ltd is acting as an Employment Agency where this vacancy is concerned
This is a small company that is seeking to grow by providing a high level of customer service, the implications of this are that everyone working in the company will, in general:
(a) develop an understanding of a wide range of activities;
(b) need to develop a broad range of skills so that the range of activities can be covered effectively; and
(c) often work together with other team members on certain activities.
The job involves working from the operations base in Midsomer Norton; there is the occasional need to visit customer sites from time to time.
Reporting to:Operations Director
Responsible for: Working with Implementation and Support Engineers on the implementation of projects for new systems, and the support of hardware products and software systems supplied by the company.
Key Responsibilities
1Project implementation
The company uses a project management approach to implementing major customer orders, which usually involve the supply of hardware, configuration and remote installation of software, system testing and customer training. A range of technical issues usually arise during project implementation which require a structured approach to problem solving.
The I&ST will work on the implementation of a range of projects. This involves:
*Testing and firmware flashing clocking terminals
*Acting as first line support/dispatch answering the support line and either addressing the issue or scoping it and creating a ticket for others.
*Awareness of project documentation including project plans.
*Liaising with customers to obtain further details of customer requirements and their IT environment.
*Working with others on the configuration of software packages to meet customer requirements.
*Learning how to remotely install software packages on customer sites.
*Developing a knowledge of how to test systems and resolve problems.
*Contributing to customer training usually on-line but from time-to-time at customer sites.
Projects may include upgrading existing software to newer versions, relocating software involving a re-installation process.
2Providing a comprehensive customer support service
The company provides a Technical Help Desk support service to its customers covering a wide range of issues on current and legacy products. This requires a structured approach to problem solving to identify the real issue to be solved and to implement a solution. Diagnosis is aided by using a range of technical information including technical Knowledge Bases. Many support activities are carried out by remote access to systems installed on customer sites.
Support activities are recorded using a Help Desk database, which logs each new support requirement, its progress to resolution and status.
Additional information gained on problem resolution is added to the Knowledge Base for future use.
The I&ST will contribute to all activities in connection with the in-service support of customers including:
*operating a Help Desk service
*diagnosis and resolution of support issues.
*maintaining Help Desk records
*updating the Knowledge Base
*visiting customer sites to undertake support activities
*contributing to on-line or on-site training courses for systems requiring support.
*liaising with customers and making courtesy calls as appropriate
3Providing technical support for sales activities
This can include, for example, testing the functionality of software to establish whether customer requirements can be achieved.
4Management of materials
*Unpacking and booking-in goods received
*Inspecting and/or testing goods received according to agreed procedures.
*Maintaining stock records for items held in stock.
*Preparing Return Notes and despatch of returned goods to suppliers.
5Maintaining a quality standard
Maintaining a high level of quality in all aspects of the job. Following company procedures where they have been formalised.
6Working with customers
Working with customers requires a degree of tact and diplomacy in order:
*to help and resolve problems when providing support or
*to elicit customer help and cooperation in obtaining information or
*to provide customer training either remotely or on site.
A polite and considerate standard of behaviour is needed in all contact with customers and competitors. Nothing should be said or done which may reflect adversely on the company.
Experience
*A working knowledge of IP networks and IP addressing
*A keen interest in a range of IT activities
*Understanding and experience in customer support
If you have all the above skills and would like to be considered for this role, please send your current CV or call Bee for more information.
Simple Recruitment (South West) Ltd is acting as an Employment Agency where this vacancy is concerned