Job Description

1st/ 2nd Line Support Technician - Salary £25k - £26k DOE
Fareham

Brook Street is delighted to present the opportunity to work for a market leading software development company based in Fareham, who provide a wide range of front and back office software solutions to their clients. As a result of both continued expansion and the continued development of their product portfolio, an exciting opportunity has arisen for a 1st/2nd Line Support Technician / Helpdesk Analyst to join their team.

The Helpdesk Analyst will provide 1st/2nd line service desk support to our client`s 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.

Other Key responsibilities include:

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.


As a minimum, to be successful in this role you will have:

A minimum of 1-2 years` experience in an IT support / Helpdesk role
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

Ideally you will possess the following 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

In return for your hard work you will be rewarded with a competitive salary between £25k and £28k per annum, depending on experience. You will receive 20 days annual leave plus bank holidays. After three months probation you will also be eligible for a company pension scheme and a Bupa Private Healthcare option. Hours are Monday - Friday, 9am to 5.30pm. You will be required to carry a mobile phone 1 week per month for the company`s out-of-hours service and you will receive an additional income for this.

For more information please contact Ben G at Brook Street on 02380 224139 or send your CV .