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The Technical IT Support Technician who will provide technical IT support to automated solutions at client sites. You will work closely with other teams to help discover and eliminate problems by gathering requirements and implementing solutions. Working across bespoke applications & software from a 1st to 2nd line capacity. This role is being offered as Home based/Hybrid with occasional travel.
Client Details
Our client is a major supplier of integrated warehouse automation solutions to the Logistics Distribution and Supply Chain industry.
Description
The Technical IT Support Technician, day to day will:
- Investigate all the tickets reported to IT helpdesk.
- Triage existing tickets and escalate to the relevant team if needed.
- Work closely with other teams to ensure all tickets are up to date.
- Provide 1st response to Incidents raised and provide a 1st fix or escalate incidents to the appropriate department.
- You will provide effective technical support to clients.
- Provide 1st to 2nd line support, investigate tickets/incidents and provide a solution within SLA.
- Effective processing of incoming technical product queries via telephone, email and cloud-based customer support software.
- Ensure details of all calls and enquiries are accurately logged onto cloud-based customer support software.
- Resolve technical queries in a quick and efficient manner, ensuring compliance to all company policy and procedures.
- Empathetic communicator, able to see things from the other person's point of view.
- Ensure clients are continually updated and ETA's provided.
- If unable to provide solution escalate and seek support to resolve client issue.
- Run monitoring tools
Technologies and Methodologies
- Windows Azure
- Microsoft Suite
- SQL
- Powershell
- FreshDesk
- Visual Studio DevOps
Profile
The Technical IT Support Technician will have:
- Proven track record in an IT Technical Support/helpdesk environment.
- Proven track record in Warehouse/logistics/distribution/supply chain environments.
- Good written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audience.
- Committed team player, willing to work in a challenging and cross-platform environment.
- Self-driven, results-oriented with a positive outlook, keen for new experiences and responsibilities with a clear focus on high quality and operational efficiency.
- A natural forward planner who critically assesses own performance and is proactive and self-driven in achieving goals and objectives.
- High degree of ownership and accountability.
- Excellent customer focus, experience of working under pressure, and to tight deadlines without compromising quality
- Good analytical skills with attention to detail.
Job Offer
- Annual salary ranging from £30,000 - £35,00.
- Quarterly bonus up to 10% after probation
- Comprehensive benefits package - company pension scheme, private healthcare, EV car leasing scheme + much more.
- Home based/Hybrid working with occasional travel to customer sites & once a month to Milton Keynes HQ.
- On-call duty to ensure 24/7 support cover for shift rotation (5:30-14:00, 13:30-22:00, 21:30-06:00)
- An opportunity to work in a family feel, vibrant and professional environment.
- The chance to develop your career with ongoing progression and training available.
