IT Customer Support Specialist

Profile Resourcing Limited
Newton Solney
£20,000 per annum
11 Aug 2017
31 Aug 2017
Contract Type
Full Time

Are you an experienced IT Support Analyst?

Do you possess knowledge of a wide range of IT based technologies?

Would you like to work for a company that were one of the first to provide SME’s and other smaller organisations with IT Outsourcing solutions that were previously out of reach?

Then this could be an opportunity you do not want to miss. Reporting to the Service Delivery Manager your role as Customer Services Specialist will be to proactively ensure that all clients have continual exceptional operational service and that all support is performed with minimal business impact on the customer within agreed service levels. You will be providing technical support across many platforms for multiple clients.

Key Responsibilities:

  • Provide a telephone and site based support to the Company’s client base in a number of different areas
  • Answer and route incoming calls for the Company or its contracted customer base under the criteria specified within the SLA
  • Ensure that calls are answered within the timescales specified within the customers SLA.
  • Log and prioritise incoming faults and queries for the Company or its contracted customer base based upon the SLA through the medium specified
  • Ensure that calls are answered and logged meeting the criteria and timescales specified within the SLA
  • Channel customer enquiries for updates or status of calls logged through to the appropriate personnel within the Company or its contracted customer base.
  • Provide on-site hardware or software installation, implementation or repair resource to the Company’s client base
  • Participate in pre-sales activities in relation to the development of the business. This may take the form of attending sales meetings with prospective clients, progress meetings with existing clients as well as other general promotional events
  • Participate in the development of the Company’s business portfolio, identifying and researching new products or markets
  • Assist in the creation of estimates and quotes pertaining to works outside the scope of the service level agreement
  • Able to carry out any action that as a consequence prevents disruption of service to the client base
  • Able to recommend expenditure to their supervisor in relation to the Company’s business development.

The successful candidate will need to have strong experience of

  • IT hardware and software telephone support.
  • Cloud based products and services
  • Hardware break/fix contracts.
  • Server & network implementation.
  • Virtualisation.
  • Knowledge and awareness of Microsoft operating platforms and layered products.
  • Security system and fundamental infrastructures.
  • Cloud based products and services
  • Industry recognised qualifications within the IT environment an advantage.

Shift Coverage between 8am and 6pm

Salary £20-25k Depending on experience, plus a fuel card.