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Stefanini UK Ltd
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Gloucester, Gloucestershire
2nd Line Support Technician
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Salary: From £27,000 to £30,000 per annum Base + AFB + Benefits |
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Overview
Purpose Of The Role Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service. This will be a diverse and challenging position. The overall goal is to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will deal with support queries face to face at a "Tech Bar". We are looking for an extremely proactive person with a keen interest in technology, who is able to make suggestions for improvements and offer an opinion on new products or services. In addition, we are looking for a person with exceptional customer service skills, along with the ability to build effective working relationships with both team members and business users, and a flexible and committed approach to work. Job Responsibilities Provide support that consistently meets or exceeds Customer expectations, gaining their trust and respect Determine and recommend which products or services best fit the customers' needs Ability to multi-task, follow processes and procedures and work to instructions and pre-established guidelines Able to document support processes and procedures so they can be reused by support team Able to maintain, analyse and solve end user computing problems both hardware and software Proven track record for problem solving and rolling out of hardware/software including documentation Identify, analyse, and repair product failures. Support and maintain user account information including rights, security and systems groups Addressing customer & end user complaints in a professional and quick manner Professional Skills ITIL V3 or 4 Foundation Certification (recommended) Microsoft Operating System / Office Certification(s) will be an asset Advanced MS Office 365 skills Able to solve simple hardware issues iOS advanced user Basic Networking skills Knowledge of Active Directory, permission Work Experience At least 3 years’ experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements. Behavioral Soft Skills Required Team Player Analytical Thinking Open and positive personality Stability / Stress tolerance Customer oriented (Service awareness) Good interpersonal and communication skills Able to adapt in a fast evolving technology environment and ability to learn Able to assume day to day responsibilities generating specific deliverable's Relationship-builder, at ease with people and capable of quickly building trust Job Location The job location is Cambridge Monday to Friday 8:00AM - 6:00PM (shifts)