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Nanotek Ltd.
,
London, Greater London
Graduate Software Support Engineer
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Salary: From £32,000 to £35,000 per annum |
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Overview
Graduate Software Support Engineer - £32K - £35K IT Support Engineer Software Implementation Hardware Servers Cloud Azure Skills: · Excellent customer service skills · Excellent knowledge of the business · Excellent Phone Manner · Excellent general IT skills · Basic development and report writing skills · To be able to communicate effectively. · Ability to manage own time and plan activities to ensure objectives met. Duties: · Respond and manage client support requests received by phone and web according to company guidelines · Prioritise requests according to urgency · Ensure correct billing and quoting of client support requests · Ensure client satisfaction with support levels · Act as the central hub for support Requests · Ensure tickets are assigned to the right resources internally · Ensure tickets are being addressed effectively, escalate as needed · Ensure that tickets are being prioritized properly · Test all changes and fixes prior to sending to clients · Identify gaps in internal knowledge or expertise according to trends (and develop reports to identify them) · Provide clients with regular support updates and reporting · Ensure that support communications templates are current and accurate · Improve internal standards for customer facing support services · Phone correspondence · Move Support use · E-mail correspondence · Support reporting to customers · Execute Support tickets that are received – primarily regarding Report building, Hosting · Ensure that the necessary information is received from Implementations to ensure a smooth transition to Support. This job was originally posted as www.totaljobs.com/job/89649911