ADNS Group are currently looking for an enthusiastic, driven and confident individual to join our expanding Technical Support Team. This fantastic opportunity involves providing technical support to our customers throughout the North East
Role Overview
Based at our Middlesbrough Office, and customer offices you will;
* Provide remote & onsite technical support
* Ensure all support tickets are logged in our Customer Relationship Management system
* Keep the customer regularly updated with issue resolution progress
* Work in collaboration with colleagues on major incident recovery
* Proactively identify potential problems and issues on customer sites
* Identify opportunities to implement improved solutions
* Deliver exceptional customer service and demonstrate the ability and desire to go 'above and beyond' for our customers
* Share technical knowledge and contribute articles to the knowledgebase
* Complete research, testing, and development on imminent technologies
* Engage in ongoing training and gain technical qualifications
* Project delivery
Core Responsibilities: -
* Provide excellent customer service
* Respond and resolve support tickets received via telephone, email and in person
* Remote Support of IT and Telecoms Systems
* Build, configuration and support hardware
* Ensure all support tickets are updated daily
* Ensure asset registers are accurate and up to date
* Provide onsite support as / when required
* Provide out of hours support as / when required
* Deliver equipment to customers
* Complete monthly backup checks
* Complete weekly server checks
* Update Knowledge Base
* Support project delivery as required
* Ensure support documentation is complete and up to date
* Ensure KPI's are achieved for Service Delivery
* Follow all company and department policies and procedures
* Any other tasks assigned via a senior member of staff
Job Type: Full-time
Pay: £24,500.00-£26,000.00 per year
Benefits:
* Company pension
* On-site parking
Work Location: In person