2Nd / 3Rd Line Support Technician

We now have an exciting opportunity for a Helpdesk Analyst to provide 2nd / 3rd Line service desk support to our customers assisting them with hardware and software problems via phone, email and in person within the organisation's EPoS environment. This includes installing, diagnosing, repairing, maintaining and upgrading all software and hardware (including but not limited to PC, terminals and printers) to ensure optimal performance. The Analyst will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate manner, and provide assistance where required.

You will be required to maintain an effective level of communication with all clients that require support on any IT issues, ensuring that all information affecting the use of IT systems is correctly communicated throughout and relevant internal / external parties are kept informed of any issues that need escalating.

Offering excellent and prompt customer service and representing the company in a professional and courteous manner. You will be required to heavily investigate customer's issues and provide diagnostics on a daily basis.

• Ensuring customer's support issues are logged and recorded with a sufficient amount of detail
• Ability to resolve support issues within a pressurised environment
• Taking ownership of support calls until a satisfactory resolution is reached
• Escalation of complex issues to 2nd and 3rd Line Support
• Manage work queues and prioritise calls, re-assigning work where and when necessary to ensure compliance with SLA's
• Install, upgrade, support and troubleshoot in house EPoS Application
• Install, upgrade, support and troubleshoot in house back office application
• Diagnose and quickly resolve a wide range of EPoS, Windows, and networking problems to help minimize downtime
• Troubleshooting network connectivity in a LAN/WAN environment
• Install, upgrade, support and troubleshoot EPoS hardware such as printers, cash drawers, and line displays
• Troubleshoot communication between back office application and EPoS application
• Participation in on-call rota for weekend and bank holiday support.
• Experience of managing a helpdesk or covering helpdesk in team leaders absence
• Knowledge of Network Hardware

Desirable Soft Skills:

• A minimum of 2 years’ experience in an IT support role is desirable
• A proven track record in managing customer relationships and providing excellent customer service in a customer delivery environment
• Ability to work to and meet deadlines

Desirable Technical Skills:

- Sound understanding of EPoS operations as well as business related processes and procedures

- Understanding of Server/Client setups

- Understanding of TCP/IP Networking principles for troubleshooting purpose

- Experience in using VNC and other remote access tools

- Excellent technical knowledge of PCs and desktop hardware

- Experience of Microsoft SQL Server

- Experience of all Windows Operating Systems

- Experience of Microsoft Services and Web Services

- Knowledge of routers and switches, as well as firewalls

- TCP/IP Experience

Fareham, Hampshire

37.5 Hours per week - Mon to Fri

BUPA & Pension after successful probationary period.

No agencies please