Join to apply for the Job Vacancy Junior Tech Support role at APPLICATION SOLUTIONS (SAFETY AND SECURITY) LIMITED
Company: Application Solutions (Safety and Security) Ltd.
Location: Brighton, East Sussex
Position Type: Full-time
Purpose Of Role
The role of the Junior System Support Engineer is to respond to the customer Help Line and to categorise, record, investigate, resolve and track issues from report to resolution. The Junior System Support Engineer shall report to the Technical Support Services Manager with working hours between either 08:00 – 16:30 or 09:00 – 17:30 based on business requirement.
Key Responsibilities
* Provide telephone and email support by supplying solutions and advice for incidents, requests, changes and problems
* Respond to maintenance contract customers promptly to satisfy service level agreements
* Categorise, record, and track reported issues until a solution is delivered
* Investigate and record in detail the steps taken during the investigation and record in the helpdesk
* Log time against support cases and report against support allowance for customers
* Generate knowledgebase articles based on problem symptoms and resolutions
* Analyse problems reported directly from customers and/or from the maintenance organisation in relation to field returns to identify common failure modes
* Liaise with Engineering where necessary following escalation paths to resolve more complex issues
* Provide on-site support to Control System and PA/VA Systems maintenance and system upgrades generating site visit reports upon completion
* Produce Risk Assessments and Method Statements when required
* Perform routine maintenance checks on the operation of remote systems
* Perform routine maintenance checks on the operation of on-site reference systems
* Maintain technical competence, identify training and tool requirements and ensure they are delivered
* Assist systems project delivery where necessary to maintain technical competence
* Assist the Technical Support Services Manager with department administration activities
* Identify commercial requirements for works or hardware not included in maintenance contracts and flag non-covered cases to the Technical Support Services Manager
* Highlight commercial opportunities to the sales department
* Carry out any other duties as reasonably requested by the Technical Support Services Manager, Systems Manager and Directors
It is expected that the Junior System Support Engineer will perform out of hours support on a rota basis.
Skills & Attributes
The successful candidate will:
* Be a team player, comfortable working in a close-knit team and building strong professional relationships
* Have good communication skills and be comfortable working with all levels of the organisation
* Have strong documentation skills
* Have an interest in leading edge control system and telecommunications technology
* Ability to work within agreed timescales and have strong commercial awareness
* Want to be working in an environment where colleagues depend on them to deliver
* Be able to work independently, making decisions, problem solving and driving issues to a conclusion
* Be able to quickly adapt to new challenges
* Above all, have strong technical skills and a desire to develop these
* Occasionally be available to travel to customer sites in Europe and internationally
Knowledge & Experience
Candidates may offer several (ideally all) of the following skills/experience:
* Linux fundamentals installation (including automated/unattended installation) and troubleshooting. Ideally OpenSUSE or SLES experience
* Windows fundamentals installation and troubleshooting of Windows XP and 7
* TCP/IP networking familiar with routing, SSH, remote desktop/VNC, DNS, PXE and use of network analysis tools like Wireshark
* VOIP familiar with telecommunication systems
* Technical support via telephone/email/remote access
* Microsoft Office
Education & Qualifications
* Good degree in a relevant subject
To apply: LNKD1_UKTJ
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