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Systems Technician

We require a 1st line systems technician or engineer to join our existing Service Desk team in providing remote technical support to our existing customer base.

You must be able to demonstrate good interpersonal skills, telephone manner and have a solid understanding of supporting desktop operating systems. You will form part of a team that acts as the first point of contact for troubleshooting technical issues for customers. Ideally, you will be able to prioritise workload and manage customer expectations.

Familiarity of working within SLA environments is preferable. A basic understanding of server administration and diagnostics would also be advantageous though training will be provided.

Essential Skills:

  • Competent in remote support of PCs / End Users with a good telephone manner
  • Accurate recording of fault detail with the ability to interact and communicate effectively with customers
  • The ability to prioritise workload, support calls, understand business impact and allocate / escalate calls if necessary
  • Understanding the concept of an outsourced I.T helpdesk and therefore identifying customer needs and managing expectations within contractual commitments
  • Confidence and ability to feedback on issues that may hinder call progression and escalation
  • Competent in identifying opportunities to improve ways of working

Desirable Skills:

  • Microsoft Certified on a desktop Operating System. (Windows XP, Windows 7, Windows 8 / 8.1)
  • Basic understanding of Windows Server administration (Provisioning users, reset passwords)
  • Familiarity with server management tools (HP System Manager, Dell OpenManage)
  • Familiarity with monitoring and troubleshooting Backups. (Symantec Backup Exec, Veeam)
  • An understanding of networking and basic troubleshooting tools (Ping, NSLookup, Tracert)
  • Experience with 3rd Party Vendors (HP, Dell, Lenovo) for warranty claims / faulty parts
  • Familiarity with SLA’s

Accountabilities

  • Providing excellent customer service and promoting our vision to be the most respected IT service provider in the UK
  • Acting as one of the first points of contact for customers and internal staff, respond to all inbound communication following the correct processes to ensure that we meet the customers’ needs and requirements from the outset
  • Providing support on all issues passed to you in a 1st line capacity and take responsibility for your own workload
  • Operate within the departments work procedures and escalation process when establishing whether a call is beyond the skillset of your team and requires escalating
  • Demonstrate willingness to expand your capabilities through learning and development as well as an understanding of new technologies
  • Through an understanding of call prioritisation and Service Level Agreements (SLA) ensure we adhere to our varying customer contractual agreements and that all support information is recorded ongoing
  • Monitor ongoing the list of outstanding support calls to ensure all calls are work in progress and take appropriate steps to resolve where this is not the case
  • Maintain ongoing communication with engineers to ensure the achievement of all the above
  • Support the desired culture of continuous improvement (business and people) and knowledge management ongoing, by identifying and agreeing solutions and recommendations where improvements can be made

Pre-requisites

In order to succeed in this role, it is expected that you will possess:

  • Experienced in the execution of superior customer service skills
  • Good verbal and written communication skills
  • An interest in I.T with a willingness to expand your own skills and knowledge

Key Performance Indicators

Success in this role will be measured through a balance of qualitative and quantitative performance measures. These will form part of your annual objectives and will include:

  • Customer Feedback
  • Team / One to one meetings and appraisals.
  • Capability improvement via accreditation and technical learning and development
  • Support Call resolution statistics
  • Knowledge Management – quality of data – accurate real time reporting – client communications

For more information contact us on +44 (0)1364 654100 or submit your CV and cover letter to: careers@greymatter.com

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