|IT Technical Support Engineer - Helpdesk
Job Description - Technical Support Engineer
HelpdeskThe Technical Support Engineer will be based at the company’s head office in Chertsey, Surrey and report to the head of Professional Services.
After initial training and working under supervision and in strict accordance with the company’s quality management system, responsibilities will include:
• Log and respond to customer support requests whether received by telephone or email • Help customers with ‘how to’ type queries on their use of company hardware and software • Use remote system tools to monitor the performance of customer systems • Use remote system access to access customer systems to help with the diagnosis and resolution of software issues • Install and configure company software on customer hardware both before shipments and remotely once installed on customer premises • Help in building new customer systems, including hardware, system and applications software • Help to test new installations, software components and new releases of company software • Ensure that all relevant administrative, quality and regulatory documentation is accurately completed and maintained • Help to maintain and administer Visbion’s case logging and tracking system • Assist with the diagnosis and resolution of issues and problems that arise with company systems •Liaise with company Professional Services staff in the field who provide direct support
Measures of Success
• The key measure of success will be the level of customer satisfaction with the service provided by the company help desk function. • Personal measures will include: telephone manner in dealing with customers, ability to learn quickly and respond to an increasing variety and complexity of reported issues, ability to analyse and diagnose reported issues, accuracy and timeliness of administrative documentation, team working, and flexibility.
Key Skills / Experience
• Relevant academic qualifications ideally in IT or related subjects • Knowledge of computer hardware and software • Understanding of PC (client and server) hardware and software • Basic understanding of computer networking • Some experience and proficiency in Microsoft tools such as Word and Excel • Ideally some knowledge of Microsoft Windows and SQL Server • The ability logically to analyse issues and problems and propose appropriate solutions • Experience of working as part of a team and in dealing with customers
Copperfield Recruitment Ltd are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer