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Remote Software Support Specialist

Employer
Undisclosed Company
Location
Reading, Berkshire
Salary
Up to £23339 per annum
Closing date
18 Oct 2018

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Sector
IT
Job Type
Permanent
Hours
Full-time

An exciting opportunity has arisen to join a world leading global organisation. Our client, a blue chip IT Company, is currently seeking a Remote Software Support Specialist II (1st line) based on their customer site in Aldermaston. This is a full-time, permanent role, Monday to Friday then Monday to Thursday alternating weeks, 8 hours and 20 minutes per day between 08:00 and 18:00. The role is paying £23,339 per annum.

** Please do not apply if you do not have SC clearance **

We are looking for customer-focused and 1st line software support engineer with a genuine interest in solving peoples IT issues and empathetic to customer needs and requirements. The applicant should be technically competent, possess good written and verbal communication skills and be willing to collaborate with the wider IT support teams.

The successful candidate will be someone who can blend first rate customer service skills. Responsibilities will include providing Helpdesk/Web support through remote tools, telephone assistance and email support. Ownership and management of tickets, including responsibility for the resolution and timely functional escalation within contracted SLAs.

We're looking for someone to support our continuous service improvement program, proactively contribute to our knowledge management programme, and bring ideas and innovation to our service.

DETAILED JOB DESCRIPTION:

  • Previous experience of working within a Service Desk environment or have worked in a customer services/call centre environment
  • Good technical knowledge including troubleshooting of Windows 7 and 10, MS Office
  • The ability to troubleshoot and configure Microsoft Office Suites including Visio, Project and Access
  • Active Directory administration skills including group policy, application delivery and troubleshooting issues
  • Demonstrate the ability to methodically work through issues
  • Must be able to deal directly with clients in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills
  • Achieve high levels of customer satisfaction
  • Author processes, knowledge articles and working instructions
  • Work within challenging SLA's and follow escalation paths to the leadership team and product specialists (3rd line) promptly when required
  • Demonstrate the ability to methodically work through issuesThe site benefits from a restaurant, Costa coffee, parking and good public transport links.

ESSENTIALS SKILLS/QUALIFICATIONS:

  • Will lead the way in demonstrating the intricacies of a professional attitude
  • Excellent communication skills and telephone manner to all levels
  • Working knowledge of Microsoft Windows 2000, XP, W7, W10 Office 2003 / 2010, Office 365
  • The candidate should have experience of Active Directory including Admin Functions
  • TCP/IP knowledge
  • Good knowledge of remote control technology / applications
  • Knowledge or awareness of network infrastructures and terminology's
  • H P Service Manager / Other call management tools or systems

DESIRABLE SKILLS/QUALIFICATIONS:

  • ITIL Foundation
  • H P Service Manager
  • H P Asset Manager

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