2nd Line Support – Bristol/Hybrid

Bristol, Somerset
Crimson Limited

2nd Line Support – Bristol/Hybrid

We have a current opportunity for a 2nd Line Support on a permanent basis. The position will be based in Bristol and will report into the IT Manager.

This position provides effective diagnostic evaluation of end-user customer needs and in all cases uses good judgement and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. This post will require you to; Identify, research, and resolve technical problems, timely response to telephone calls, email and personal requests for technical support. As a Help Desk specialist you will also be responsible for accurate documentation and tracking, and monitoring the problems to ensure a timely resolution.

Key Requirements

• Provide quality service to internal customers in all assigned tasks.
• Support all internal and external customers with product training, knowledge and expertise.
• Provide solutions in a timely fashion for issues that may arise with all products.
• Log and track support calls in the designated system(s), prioritise and escalate jobs as required to ensure customer satisfaction.
• Identify trends in support calls and develop documentation diagnostic and analytical skills for software and general IS application knowledge.
• Notify management of increasing trends, unusual or repeated activity.
• Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required.
• Recommend means for product or system improvements including procedural steps, increased training, and enhanced documentation.
• Access software updates, drivers, knowledge bases, and FAQs resources on the Intranet to assist with end-user issues.
• Assist other teams to initiate, design and manage effective support solutions as directed by the business needs.
• Assist with the development and testing of newly designed products for operational integrity and function, effectively communicate the ideas, expectations, and goals while working with and through others to achieve desired result.

Desired Skills

• Electro-Mechanical Knowledge.
• Strong computer literacy skills with an emphasis on software knowledge, installations and use. Microsoft applications, Data Base applications, Internet and Internet protocols.
• Excellent telephone presence with organised follow-up skills
• Demonstrated networking skills, able to foster direction and establish ownership of projects.
• Technical Trade School or Engineering degree would be beneficial.
• Previous training in an electro, mechanical, software or other technical fields.

Interested?! Send your up-to-date CV to Crimson for review.

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Crimson is acting as an employment agency regarding this vacancy.